Care Specialist

Position Overview: The CARE Specialist is responsible for creating and managing client cases within our software platform. This role requires effective coordination of appointments and ongoing support, ensuring clear communication throughout the client journey. The CARE Specialist will handle client inquiries, assist with documentation, and collaborate closely with the legal team to facilitate efficient case management and timely resolution of issues. Key Responsibilities: Case Creation: Enter comprehensive client information into our software platform, including personal details, case type, and relevant background data. Case Classification: Categorize and classify immigration cases (e.g., EB2-NIW, EB1) to ensure precise tracking and management. Case Number Assignment: Generate and assign unique case numbers for effective tracking and reference. Confirmation Communication: Distribute confirmation notifications to clients regarding case creation, outlining the next steps and any additional documentation needed. Document Management: Upload and attach initial client documents such as identification papers, contracts, resumes, and previous immigration records. Appointment Coordination: Schedule and manage client appointments with the assigned legal team, ensuring timely and organized arrangements. Client Communication: Act as the primary point of contact for clients, addressing concerns, providing updates, and managing inquiries via phone, email, or video conferencing. Issue Resolution: Address and resolve client complaints and service-related issues, escalating complex matters to the legal team as required. Educational Support: Educate clients on the firm’s policies and procedures to ensure they are well-informed and engaged throughout their process. Collaborative Coordination: Work collaboratively with the legal team and other departments to meet client needs and maintain adherence to legal processes. Feedback Collection: Gather and analyze client feedback to identify opportunities for service enhancement and process improvements. Qualifications and Requirements: Bachelor’s degree in a related field (e.g., Business Administration, Communication, or a relevant social science). Minimum of 2 years of experience in client services, case management, or a related role, preferably within a legal or professional services environment. Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically. Strong analytical and problem-solving abilities, with a customer-focused mindset. Work Environment: The CARE Specialist works in a remote environment and should be prepared to spend long hours at a computer. Reporting To: CARES Team Lead Direct Reports: NA