LSP, Representative

AOPA

11d•$22 - $25•Onsite

About The Position

Serves as a primary point of contact for the AOPA Legal Services Plan (LSP), managing initial intake and support for members regarding aviation-related legal matters. Handles a significant volume of member interactions annually, supporting 70,000 plan participants and interfacing with a network of over 600 panel attorneys. Responsibilities include verifying membership, screening cases, assigning appropriate coverage based on plan benefits, preparing electronic case files, managing designated email inboxes, and responding to inquiries. Requires professionalism, discretion, and integrity in handling sensitive and confidential information, contributing to the operational efficiency and compliance of LSP.

Requirements

Strong verbal communication skills, including active listening and communicating clearly and professionally, including in sensitive situations.
Proficient data entry skills with high attention to accuracy.
Customer service orientation and effective problem-solving abilities.
Ability to understand and apply plan details and standard operating procedures.
Strong organizational and multi-tasking skills to manage competing priorities.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
Previous experience in a customer support or service role.
Ability to work collaboratively within a team.
Demonstrates reliability, flexibility, integrity, and discretion.

Nice To Haves

Aviation knowledge.
Experience with Salesforce and/or Five9 platforms.
Experience handling confidential client information.

Responsibilities

Manages Member Communications: Handles inbound telephone calls and emails from members seeking legal assistance. Addresses inquiries professionally and efficiently, providing support during potentially stressful situations. Enhances plan participant satisfaction through clear communication, emotional de-escalation, and effective issue resolution.
Case Intake and Analysis: Conducts the case intake process, including membership verification, information logging, and initial case assessment. Analyzes member situations against plan benefits to determine and assign appropriate coverage or refer for attorney coverage determination as appropriate.
Documents Case Information: Accurately records member interactions and case details in company CRM software for attorney review and record-keeping.
Applies Plan Knowledge: Maintains and applies a thorough understanding of LSP benefits, policies, and Standard Operating Procedures (SOPs) while adapting to changes in software and methodology.
Communicates Plan Information: Effectively conveys plan fees, benefits, and tiers to members and assists with enrollment or upgrade inquiries. Encourages members to enroll in or retain PPS benefits.
Manages Email Inboxes: Monitors and manages workflow for designated high-volume plan email inboxes, ensuring timely responses and actions. Oversees case emails to ensure timely importation into CRM software and attorney notification of communication requests.
Maintains Department Calendars: Keeps department calendars updated, secures member appointments, and minimizes scheduling errors or discrepancies.
Maintains Data Accuracy: Performs data entry to ensure current and accurate member, case, and panel attorney information in relevant databases. Reviews open cases, call logs, and account notes to ensure proper data entry and event categorization.
Processes Invoices and State Registrations: Verifies receipt of panel attorney invoice requests, ensures appropriate timekeeping, invoice identifiers, and billing rates. Sends email confirmations of invoice approval or denial. Addresses state registration requirements for the plan.
Collaborates in Team Meetings: Discusses and notes relevant updates and information in weekly meetings within LSP. Escalates potential issues, identifies trending concerns, and notifies staff of patterns in case intake and member complaints.
Completes Special Assignments: Efficiently manages standalone tasks as needed to support LSP goals and initiatives.

Benefits

Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program (so you can keep flying and remain proficient)
Medical, Dental, and Vision insurance is available for employees and their dependents the 1st of the month following their start date
Flexible Spending Plans
Health Savings Plan with employer contribution (for eligible participants)
401(k) Retirement Plan with a company match, and annual discretionary supplemental employer contribution
Company paid Short and Long-term Disability Insurance
Company paid Life Insurance and AD&D insurance with the option to buy up
Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure)
Paid Holidays: 12 holidays
Personal days: 3 (prorated based on hire date)
Volunteer day: 1 (prorated based on hire date)
Work From Home Fridays
Paid Parental Leave
AOPA Membership
Employee Assistance Program
Wellness Program (earn medical insurance premium discounts)
Gym Reimbursement Program
Supplemental insurance options (critical illness, accident, hospital indemnity)
Tuition Reimbursement Program
Discount on AOPA swag
Business casual dress code
Free coffee, tea, hot cocoa