[Hiring] Client Care Specialist @The Law Firm Of Moumita Rahman

Role Description

The Client Care Specialist plays a key role in supporting clients throughout their immigration journey by providing compassionate, professional, and timely communication. This role primarily focuses on managing inbound client communications through the queues while maintaining the firm's standards for responsiveness, collaboration, and client care.

What You'll Do

• Maintain consistent availability within the assigned queue during scheduled working hours (9:00 AM – 5:00 PM EST) while balancing approved meetings, trainings, breaks, lunch periods, and team collaboration activities.
• Answer inbound client calls and messages in a professional, empathetic, and efficient manner.
• Provide clients with approved procedural information, case updates, and general support while appropriately escalating legal questions or case strategy matters.
• Maintain timely communication with clients by returning missed calls, messages, and completing follow-ups within 24 hours whenever possible.
• Properly document client interactions, follow-ups and/or escalations, by leaving proper notes, status updates and call logs within the corresponding systems.
• Follow established escalation procedures when coordinating with attorneys, supervisors, paralegals, or other departments regarding client concerns or case-related matters.
• Maintain professionalism, organization, and accuracy while handling sensitive or emotionally charged client situations.
• Attend scheduled 1:1 sessions, trainings, and team meetings as required.

Performance Expectations

• Reliability and consistency in queue management and daily responsibilities
• Professional and effective client communication
• Responsiveness and timely follow-through with client communications
• Quality Assurance (QA) evaluations
• Proper documentation and escalation handling
• Professionalism, empathy, and overall client experience

Qualifications

• Bilingual (Spanish-English)
• Organized and reliable
• Genuine care for people
• Ability to communicate with empathy and professionalism
• Thrive in a collaborative environment