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Job Title
: Client Onboarding and Customer Service Representative (Bilingual –
Spanish/English)
Location: Remote
Languages Required: Fluent in Spanish, Conversational English.
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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)
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.