LSP, Representative

JOB SUMMARY:

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. 

ESSENTIAL FUNCTIONS:

Member Relations & Plan Benefit Fulfillment (50%)

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.

Administrative Tasks (40%)

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.

Collaborative Work (10%)

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.

**Although this job description aims to capture the majority of the position duties, other duties may be assigned based on business and departmental needs. 

REQUIRED JOB QUALIFICATIONS:

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. 

PREFERRED JOB QUALIFICATIONS:

Aviation knowledge.

Experience with Salesforce and/or Five9 platforms.

Experience handling confidential client information.

WORKING CONDITIONS:

This position works in an office setting.

Typical working hours are 9:30 am - 6:00 pm, Monday through Friday, with a one-hour lunch break.

Generally, a climate-controlled environment with occasional exposure to outdoor weather conditions when attending aviation related events.

PHYSICAL DEMANDS:

The physical demands of this position are typical of a standard office environment. While performing the duties of this job, the employee will regularly be required to:

Sit for extended periods while working at a computer or attending meetings.

Use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Communicate effectively via email, phone, and in-person, which requires clear speech, hearing, and vision.

Occasionally lift or move items weighing up to 15 pounds, such as boxes of materials or equipment.

Occasionally stand, walk, and reach with hands and arms during the course of normal office activities.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. 

ADDITIONAL INFORMATION:  
 
This position is located at AOPA’s Frederick, MD, office.    

The hourly rate for this position is: $22.00 - $25.00, depending on education and experience.  

BENEFIT INFORMATION:  

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