Experienced Client Service Officer at Philban Consulting

Key Responsibilities:

Client Documentation & Case Management:

• Assist clients with gathering, reviewing, and preparing necessary documentation for visa applications and immigration matters.
• Ensure that all required documents are collected accurately and in compliance with immigration laws.
• Manage client files and update relevant case details regularly.
• Maintain accurate, detailed records of all correspondence, documentation, and interactions with clients.

CRM System Use & Data Management:

• Input and update client information and case details in the CRM system, ensuring accuracy and confidentiality at all times.
• Monitor and manage client progress within the CRM to ensure timely completion of tasks and cases.
• Assist with case tracking and follow-up, including ensuring deadlines are met and clients are informed of case developments.

Inbound & Outbound Client Calls:

• Answer inbound client calls, providing guidance on immigration processes and booking cases to consultation.
• Make outbound calls to clients for updates, reminders, and to request additional information as needed.
• Handle client queries in a professional and empathetic manner, ensuring a high level of customer service.

End-to-End Client Intake & Management:

• Assist with the end-to-end client intake process, including gathering necessary client details, verifying information, and ensuring all documentation is in order.
• Guide clients through the process, explaining the steps involved and advising on what is required at each stage.
• Maintain effective communication with clients throughout their cases, providing updates and addressing any concerns.

Compliance & Legal Assistance:

• Stay up to date on immigration laws, policies, and processes to ensure compliance with legal requirements.
• Support senior advisers with legal research, preparing case briefs, and ensuring documentation is in line with immigration regulations.
• Assist with drafting blogs in collaboration with Marketing personnel

Key Skills & Qualifications:

• Proven experience in a customer service or administrative role (immigration/Legal experience is a plus).
• Excellent communication skills, both written and verbal.
• Strong attention to detail and organizational skills.
• Familiarity with CRM software and case management systems (experience with immigration-specific software is a plus).
• Ability to handle sensitive information with discretion and maintain client confidentiality.
• Strong problem-solving skills and the ability to manage multiple tasks and deadlines.
• Proactive, self-motivated, and capable of working both independently and as part of a team.
• Knowledge of immigration processes and visa categories is desirable but not essential (training can be provided).
• Attention to detail
• Able to work to deadlines
• IT skills - Microsoft Excel/Word, Adobe PDF
• Teamwork
• Results and Quality-focused