Client Onboarding and Customer Service Representative

Job description

_________________________________________________________________

Job Title
: Client Onboarding and Customer Service Representative (Bilingual –

Spanish/English)

Location: Remote

Languages Required: Fluent in Spanish, Conversational English.

______________________________________________________________

About Us

We are a mission-driven and rapidly growing immigration law firm dedicated to helping

individuals and families create a better future in the USA.

Our team is passionate about

making a real difference, and our work is guided by core values that help us provide

outstanding support to our clients.

We are looking for a Client Onboarding & Customer

Service Representative who embodies these values and is ready to make a meaningful

impact by guiding new clients through the first steps of their immigration journey.

Position Overview

This role is primarily focused on Client Onboarding, with Customer Service

responsibilities as a secondary function.

As a Client Onboarding & Customer Service Representative, you will be the client's first

point of contact, the person who sets the tone for their entire experience with our firm.

You'll conduct welcome calls, verify client information, create cases in our management

system, and ensure all notes are clear, detailed, and well organized for the rest of the

legal team.

Accuracy, attention to detail, and organization are essential in this role, your

documentation and clarity directly determine how effectively the rest of the process

flows.

When onboarding demand is lower, you'll assist the Customer Service team, continuing

to deliver high-quality support and communication to existing clients.

This role requires someone highly organized, proactive, and detail-oriented, who thrives

in a structured environment but can also adapt quickly to client needs.

Also the role

requires bilingual proficiency in Spanish and English and the ability to provide support in

a way that aligns with our values:

● Devoted: We are committed to each client's unique journey, providing personal

attention and constant support.

● Resourceful: We creatively solve challenges and find smart solutions for our

clients.

● Empowering: We help our clients feel confident as they work toward a

successful future.

● Accountable: We take responsibility for our actions, always acting with honesty

and integrity.

● Mission-Driven: We believe in uncovering possibilities and opportunities to

support our clients' potential.

Key Responsibilities

Client Onboarding (Primary Focus)

● Conduct welcome calls with new clients to guide them through the process, verify

their information, and ensure they understand the next steps.

● Schedule interviews for the next stages of their immigration process during the

welcome call.

● Create and set up client cases in the management system with accuracy.

● Verify all client information collected, cross-checking for consistency and

completeness.

● Leave clear, concise, and organized notes in the case management system.

These

notes are essential for ensuring a smooth workflow across departments.

● Perform follow-ups on pending contracts or pending welcome calls.

● Be readily available to take new clients immediately, maintaining flexibility and

responsiveness.

● Communicate expectations, timelines, and document requirements clearly and

empathetically.

● Collaborate closely with legal and administrative teams to ensure seamless handoffs

after onboarding.

● Help the client with the sign up of the contract and clarify terms and agreements.

Customer Service (Secondary Focus).

● Client Communication: Use your outstanding customer service skills to

communicate with existing clients, providing compassionate and clear support during

lower onboarding periods

● Case Updates: Provide clients with updates on their cases by navigating our case

management system and keeping clients informed.

● Call Management: Transfer calls and schedule appointments with other team

members when necessary.

● Documentation: Take detailed notes and keep records organized and accessible.

● Team Collaboration: Coordinate with other team members to ensure all client needs

are met promptly and professionally.

Qualifications

● Bilingual (Spanish/English): Fluent in both languages, with strong communication

skills.

● Experience: Minimum 1 year in customer service and administrative roles

(experience in immigration, legal, or professional services is a plus but not required).

● Exceptional Attention to Detail: Must be meticulous in data entry, note-taking, and

information verification.

● Highly Organized & Process-Oriented: Skilled at managing multiple clients and

tracking complex workflows.

● Proactive & Reliable: Able to manage follow-ups, prioritize tasks, and ensure timely

completion of responsibilities.

● Tech-Savvy: Comfortable using case management systems, and cloud-based tools.

● Empathetic & Professional Communicator: Able to handle client conversations with

care, patience, and confidence.

Core Values Assessment

To ensure alignment with our core values, we will evaluate applicants on how they

exemplify these values.

This assessment includes:

1.

Devoted: Describe a time when you provided personal attention and went above

and beyond for a client.

2.

Resourceful: Share an example of a challenging situation you encountered with

a client and the creative solution you provided.

3.

Empowering: Tell us about a time when you helped someone feel confident and

supported during a difficult process.

4.

Accountable: Describe a situation where you took responsibility for a mistake or

oversight and the actions you took to resolve it.

5.

Mission-Driven: Explain a role or project that gave you a strong sense of

purpose and how it influenced your work.

How to Apply

If you're interested in this position, please submit:

• Resume: Detailing your relevant experience.
  
  

• Cover Letter: Explaining why you're the right fit and how your experience aligns with

our core values.

(Please email and type

Onboarding-CS-Position in the subject line)

• Core Values Assessment: Provide responses to the values questions listed above.
  
  

Why Join Us?

By joining our team, you'll be part of a compassionate, mission-driven community that

helps clients build better lives every day.

You'll play a key role in setting the tone for each

client's journey — ensuring their first experience with us is smooth, supportive, and full of

trust.

Your attention to detail and dedication will make a direct impact on the success of our

clients and the efficiency of our team.

Required Skill Profession

Other General