Job Description

In this role you will provide support to our US Immigration Centralized Mailbox Team.  You will work within a team responsible for reviewing client and internal communications related to all US immigration processes. You will be provided with guidelines, templates, and instructions to assist with each matter, which you will follow to either respond directly, or ensure the direction of emails to our attorneys, case managers, and internal teams. You will work with the immigration attorneys, case managers and support teams to assist with responding to communications, and track response status within clients’ service level agreement (SLA). You will support with project enhancements, and other ad hoc duties as required. You will be responsible for delivering accurate, and well-written responses or delegatory emails to our teams within a timely manner.

• Must have excellent oral and verbal communication skills;
• Strong experience communicating with clients via email and messaging platforms;
• Exceptional attention to detail;
• Monitor responses and ensure that all inquiries responded to within the required service level agreement time (SLA);
• Review and proofread documents and correspondence to ensure compliance with legal procedures and grammatical usage;
• Set up and maintain filing systems, utilizing knowledge of legal records and procedures, and frequently controlling confidential materials and documents;
• Conducting email follow ups on a daily basis with attorneys and team regarding outstanding matters;
• Track service requests submitted to United States Customs and Immigration (USCIS);
• Able to perform well under pressure and within tight timelines;
• Determine, establish, and enhance (where able) office procedures and routines;
• Supervise and train other staff in procedures and in the use of current software;
• Able to work effectively with a team;
• Demonstrated aptitude to prioritize tasks based on comparative importance and urgency;
• Proficiency with Outlook, Excel, and MS Teams.