Job Description
Fragomen is a leading firm dedicated to immigration services worldwide. The firm has 6,000 immigration professionals and support staff in more than 60 offices across the Americas, EMEA and Asia Pacific. A member of the Am Law 100 and Am Law Global 100, Fragomen offers immigration support in more than 170 countries. Fragomen's professionals are respected leaders in the immigration field, and the firm is regularly recognized as a leading employer of minority and female attorneys.
Reporting to the Client Engagement Manager, on our Corporate IT, Product Management team, the Senior Client Engagement Specialist will provide vital support to various corporate functions and play an important role in assisting the Onboarding Team leads with managing client service teams and ensuring efficient and effective interactions with new and existing clients to the firm.
This position will be based in Costa Rica, working remotely with our San Juan office.
As a Senior Client Engagement Specialist at Fragomen, you will:
- Participate on implementation calls and partner with team leads (Senior Manager, Manager and Supervisor) on assigned New Client Onboarding and Re-Implementation Projects
- Act as the main point of contact in region for requirements or functional related process questions for client and legal team stakeholders
- Schedule recurring implementation meetings (including Senior Manager and assigned lead) with both internal and external clients
- Lead the elicitation and documentation of detailed onboarding process requirements
- Own projects (New Client Onboardings) in terms of managing inputs and outputs, coordinate timing and manage
- Provide timely, accurate and efficient guidance for new client initiations of case requests in our system
- Assist Senior Manager and leads with resolving day to day client related questions
- Assist Senior Manager with new client onboarding presentations for in person client meetings
- Lead client divestiture requests collaborating with assigned lead, internal IT (Portal, Dev and Questionnaires), Legal/Case and Finance teams from outset of request to completion of divestiture
- Develop and update an initiations manual/cheat sheet for each client according to defined procedure
- Assist with Client Implementations, collaborating with various internal teams - IT, Client Services, Finance, etc.
- Oversee and represent Onboarding Team as SME for questionnaire process including building complex questionnaires and training new hires on process
- Lead Client Account Set Up Process, including demotion and promotion analysis
- Provide timely, accurate and efficient guidance for new client initiations of case requests in our system
- Develop and update an initiations manual/cheat sheet for each client according to defined procedure
- Assist with Client Implementations, collaborating with various internal teams - IT, Client Services, Finance, etc.
- Create Ad-hoc reports for internal and external customers
- Analyze, report and provide solutions to process errors
- Communicate discrepancies and coordinate process needs to high profile clients
- Assist with process documentation and process improvement initiatives
- Conduct in depth research of current client information as needed
- Assist with system improvements, project implementations, and ad hoc projects as needed
Let's talk if you have the following:
- Bachelor's degree in Business or business related field preferred
- 2-4 years of experience in a Client Engagement, Enablement or related role
- Strong communication and writing skills
- Strong Client Engagement and Customer Service experience
- Familiarity with writing business protocols
- Advanced MS Office including Word, Excel, PowerPoint, and Visio
- Experience with process mapping in Microsoft Visio preferred
- Must possess strong organizational and data entry skills
- Multitask in a fast-paced environment with competing demands
- Fluency in English required (reading, writing, speaking)