Membership Advisor
As a LifePlan Membership Advisor, you will engage members in a highly consultative service experience designed to inform and delight. Advisors’ primary responsibility is to connect LifePlan members with the right combination of legal, tax, financial and insurance services given the life event or situation a member faces. Advisors will own end-to-end support of LifePlan member inquiries and cases. You will also field questions from prospective members considering program enrollment.
Responsibilities include maintaining LifePlan customer accounts on a daily basis and managing their inquiries, order(s) or network referrals as they progress through the LegalZoom workflow. As a LifePlan Membership Advisor, you will be involved in providing consultative guidance, fact gathering, outreach, case monitoring and resolution services to our members. At times, you will be required to collaborate with different facets of LegalZoom and/or our partner network to satisfactorily resolve member cases.
Advisors will additionally support the Attorney Services function by acting as a liaison between LegalZoom, our customers and the Legal Plan attorneys/admins and accountants, for Legal Plan-related inquiries. They will address and resolve escalated customer issues and complaints related to the Legal Plans by working with the Attorney Services team (“AS”), the Legal Plan attorneys/admins and accountants and other LegalZoom departments.
What you’ll do:
· Provide prompt, courteous, professional service to our Legal Plan and LifePlan customers, attorneys/admins, accountants, insurance advisors and financial advisors.
· Understand the personality and priorities of LifePlan customers and connect them with legal, tax, financial and insurance services that will best meet their needs.
· Develop conversational competency in financial planning, life insurance, estate planning and tax planning.
· Understand and embrace LifePlan’s philosophical voice that embraces Gallup’s “Well Being” vs.
older/traditional “Wellness” concepts
· Actively listen to customers, probe for clarification, and provide consultative guidance based upon customers' needs and underlying priorities.
· Project a positive, caring, and empathetic attitude towards the Legal Plan/LifePlan member.
· Consistently adopt a "customer perspective" and engage in Case Management to the members' timely and satisfactory resolution.
· Provide detailed information about the Legal Plans and LifePlan parameters to customers and members.
· Provide pre-enrollment support to those considering elective LifePlan program enrollment.
· Assist with assigning/reassigning and scheduling/rescheduling consultations with the appropriate firms/attorneys, accountants, insurance and financial advisors for handling.
· Update customer accounts to accurately reflect all communications with customers and attorneys/admins, accountants, partner services (Insurance, Financial Advice) and their corresponding outcomes.
· Assist with inquires related to the usage of a LifePlan related phone App.
· Assist with inquires related to the usage of the LifePlan member benefits center including account activation and password assistance.
· Leverage LifePlan related collateral, information articles and similar to send to members who could benefit from additional or more detailed information.
· Work directly with our customers, Legal Plan attorneys/admins, accountants, financial advisors, insurance advisors and other LegalZoom departments (in particular CC, Sales, and Legal) to resolve escalated customer issues.
· Monitor trends and report common customer feedback to help identify opportunities to continuously improve the customer experience and process efficiencies.
· Participate in training and assist with the training of other Specialists on Legal Plan and LifePlan as needed.
· Ability to quickly learn new technologies that may be put in place to service LifePlan members.
· Proficiency with the technology platforms used by AS; including ACRS, Filenet, SalesForce and TimeTrade.
· Send customers’ LegalZoom documents to the firms daily in preparation for their consultations.
· Sweep Salesforce and FileNet queues to ensure customer emails and orders are handled within 1 business day.
Qualifications/Key Skills:
· Passionate customer-centric problem solver
· Excellent phone manner
· Excellent written and verbal communication skills required.
o Must be able to communicate effectively with customers, attorneys/admins, accountants, insurance advisors, and financial advisors in a highly professional and positive manner.
· Excellent critical thinking skills, strong attention to detail, organizational skills and the ability to multitask and prioritize
· Ability to handle and de-escalate escalated customers.
· Proven ability to be a self-starter and able to work independently.
· Ability to work in a fast-paced work environment.
· Team player with the ability to build and foster collaborative relationships with internal and external business partners.
· Basic understanding of transactional legal concepts, tax planning, financial planning and or insurance desired
· Thorough understanding of LegalZoom's PSD products and services or general estate planning knowledge required
· 5-9 years of similar work experience; preferably experience interacting with customers, financial planners and attorneys/professionals.
· High school diploma required; Associates degree (or above) preferred.
· Bilingual in English and Spanish languages.
· Experience with Microsoft Outlook, Word, and Excel.
Must be able to work flexible shifts and overtime upon request
LegalZoom is an Equal Opportunity Employer, dedicated to diversity.