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.

The Sr. Intake Specialist serves as the most experienced member of the Intake Specialist team and provides elevated support to our clients and Intake team by resolving complex issues, answering inquiries, and ensuring an overall positive experience. This individual acts as a knowledge resource for other team members by assisting in training or shadowing sessions to ensure a red-carpet experience for each client in their office. This team member should have strong analytical and problem-solving skills and be fluent in both English and Spanish.

Essential Job Functions & Responsibilities

· Support Intake team with creating and executing training for new and existing team members

· Support weekly team meetings to review questions and any process updates

· Supports Intake Manager with developing a business plan that covers sales, revenue, and expense controls for the local office

· Assist team members with completing office open and close checklists on a daily basis

· Provide guidance and support to team members to follow standard processes and create a consistent, elevated experience to all clients

· Collaborate with management to review and improve customer service processes and procedures for efficiency and effectiveness

· Approve payment plans or manager specials for clients, based on approved guidelines

· Assist team members with understanding adhering to the Attorney’s approved ethical sales scripts to convert potential leads into clients

· Work with Intake Specialists that have lower close rates by doing role plays and shadowing sessions, and provide feedback for improvement

· Assist with creating new processes, SOP’s and scripts to improve the client experience

· Monitor and review consultations facilitated by Intake Specialist and provide share recommendations for improvement. May also be responsible for handling complex client consultations

· Assist with escalating phone calls from dissatisfied clients or clients requesting additional information

· Assist the Intake Manager with tracking sales goals and reporting of results

· Travel to other offices to offer support as needed

· Additional duties and responsibilities, as assigned by management

Essential Skills, Knowledge & Abilities

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

· Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including ability to prioritize tasks and to delegate when appropriate

· Leadership qualities, including the ability to guide and support team members

· Impeccable organizational skills and attention to detail

· Strong analytical and problem-solving skills

Minimum Qualifications

· Bilingual (Spanish English) B2-C1

· Bachelor’s Degree in Business Management or Political Science preferred.

· High school diploma or equivalent experience required

· Previous leadership experience preferred

· Skills in analyzing metrics to provide feedback and look for areas of improvement

· Advanced proficiency with Microsoft Office Suite and DropBox