Client Service Office Trainer for Immigration Law Firm

Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.   

Position Purpose

The Client Service Office Trainer is pivotal in ensuring the effective onboarding and continuous development of new hires and current team members on the Client Services, Billing and Phone Operator teams, providing them with essential case type/product knowledge and training on essential tools. This role is responsible for delivering engaging and informative training programs and collaborating with the Production Supervisor and Sr. Client Services Manager to develop and enhance the curriculum. The CSO Trainer plays a crucial role in maintaining high standards of service and knowledge within the firm.

Schedule: 40 hours a week.

Payrate:$6.50/hr 

Essential Job Functions & Responsibilities

·           Training Delivery:

o    Conduct individual and group training sessions for new hires, ensuring a thorough understanding of case types and services offered at the firm through our attorney-led comprehensive training program.

o    Provide refresher training to current Phone Operators, Client Services and Billing Specialists to ensure they stay up to date with case-type knowledge, and remain informed of any changes that may impact the immigration process.

o    Stay current and informed on weekly legal training sessions conducted virtually by the firm attorneys. Cascade or reinforce information, as appropriate.

o    Deliver engaging training materials, including presentations, handouts, online modules and knowledge bases usage to facilitate learning.

·           Curriculum Development:

o    Collaborate with the CSO Managers to develop and improve the training curriculum, ensuring it meets the needs of the firm and its employees.

o    Stay up-to-date on best practices in training and development to continually enhance training programs.

·           Assessment & Feedback:

o    Conduct assessments on each new hire and provide feedback to their direct supervisors to support their development.

o    Conduct evaluations to monitor individual progress and address any areas needing improvement.

o    Track and report on training completion rates and employee satisfaction to measure the effectiveness of training programs.

·           Compliance & Maintenance:

o    Maintain training materials and knowledge bases, ensuring they are up-to-date and comply with internal processes and standards.

o    Ensure all training activities are conducted in accordance with the firm's standards and policies.

Essential Skills, Knowledge & Abilities

·           Possesses excellent bilingual (English and Spanish) interpersonal and communication skills, both written and verbal

·           World-class customer service skills.

·           Positive attitude with a proactive approach to problem-solving.

·           Proven ability to meet deadlines and manage time effectively.

·           Impeccable organizational skills and attention to detail.

Minimum Qualifications

·           Bilingual (Spanish English) B2-C1

·           Proficiency in Microsoft Office

·           High School Diploma or equivalent experience

·           Previous experience in training or a related field is preferred.

·           Previous immigration law experience preferred

·           Previous experience with engaging, communicating and motivating diverse groups of learners

·           Familiarity with legal terminology and case types is beneficial.

Salary : $7