What are the responsibilities and job description for the Client Services Supervisor position at Fragomen?
Job Description
About the role: Fragomen’s Client Services Supervisor position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Fragomen’s exclusive focus on immigration means you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about immigration. Providing world class client service and industry leading technology solutions, Fragomen helps our clients to navigate the complex world of global immigration to better achieve their goals.
How will you make a difference as a Client Services Supervisor at Fragomen?
- Act as a supervisor to junior business immigration caseworkers.
- Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
- Demonstrate excellence in managing complex cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload.
- Provide direction to the team using extensive knowledge of business immigration case matters.
- Serve as a liaison between the immigration consulting team and the Client Services Manager and/or Associates.
- Strengthen and maintain strong client relationships with key stakeholders in client accounts, contribute to client meetings and business reviews and assist with the successful delivery of the team’s output of work.
- Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting.
- Perform a wide range of varied case related duties requiring specialized knowledge and skills in employment-based immigration matters.
- Work with clients to perform intake of cases, troubleshooting issues and establishing case strategy.
- Analyze case documents and prepare immigration applications for filing with the appropriate government agency.
- Draft petitions, applications and specialized support letters detailing eligibility for visa classification and other immigration benefits.
- Communicate regularly with clients and foreign nationals regarding procedural and case processing issues
- Review and approve client billing and conduct billing and WIP audits as appropriate.
- Oversee status of cases through utilization of case management and billing systems.
- Be fluent with case management and other reporting tools and technologies used to manage data and information.
- Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices.
- Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.).
Leverage your valuable skills and experience to make an impact at Fragomen:
- Bachelor’s degree, Associate’s degree or Paralegal certification preferred
- At least 7 years of business immigration experience (i.e., paralegal)
- Supervisory or managerial experience
- Possess strong knowledge of procedural requirements for various types of nonimmigrant and immigrant visas and client processes.
- A client service mindset, attention to detail and desire to achieve a high level of productivity
- Experience using various computer systems, including Microsoft Excel
- Ability to multi-task in a fast-paced environment with competing demands
- Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines
- Ability to contribute to positive work environment, effectively collaborate and promote teamwork
Benefits:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
22 PTO days Federal holidays.
Medical, Dental, and Vision plans FSA & HSA Plans.
401K plan, with company matching.
Learn More About Fragomen:
Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.
