Bilingual Client Experience Specialist (Spanish/English)

Job Overview

As a Client Experience Specialist, you will play a vital role in cultivating exceptional client relationships by identifying client needs, addressing inquiries with a solutions-oriented approach, and collaborating with the Client Advocacy team. Your primary responsibility will be to act as the first point of contact for all client calls, ensuring a seamless experience regardless of the inquiry. Additionally, you will keep clients informed of case updates, including timelines, important appointments, and any relevant changes that may occur throughout the process.

Key Responsibilities

• Client Communication: Effectively manage and distribute all client notices, including ASC updates, receipts, approvals, Legal Permanent Resident (LPR) cards, Employment Authorization Documents (EADs), and other relevant communications to ensure clients remain informed throughout the process.
• Case Off-Boarding: Handle the off-boarding process for completed cases, ensuring all documentation is finalized and client accounts are closed efficiently.
• Proactive Outreach: Initiate outbound communication with clients to address inquiries and proactively follow up on their behalf with USCIS (U.S. Citizenship and Immigration Services) to ensure timely case updates and resolutions.
• Call Triage: Triage calls transferred from the reception team to address client concerns promptly and accurately.
• Client Feedback: Gauge client satisfaction through review requests and net promoter score surveys to identify areas for improvement and celebrate successes.

Required Qualifications

• Strong communication skills, both written and verbal.
• Exceptional organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in client service, particularly within the legal or immigration field, is preferred.
• Proficiency in using client management systems and software.
• Bilingual, fluent in English and Spanish.

Why Join Us?

• Be part of a mission-driven immigration law firm making a meaningful impact on clients’ lives.
• Work in a supportive, collaborative environment where your contributions are valued.
• Gain experience and growth opportunities in the legal field, learning alongside a team committed to excellence.

Note to Recruiters and Third-Party Agencies:
We truly appreciate your interest and the work you do to support talent acquisition. However, at this time, we are not engaging with external recruiters or third-party agencies for this role. Thank you for respecting our process.

Background Check Requirement:

A background check is required for this position.

Candidates must have legal authorization to work in the United States. Employment eligibility will be verified through E-Verify.

Equal Opportunity Employer Statement:

Rivas & Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.