[Hiring] Immigration Intake Specialist @Manila Recruitment

Role Description

This is a great opportunity to join a well-established firm with over two decades of experience in U.S. immigration law. The organization is recognized for its strong track record in successfully guiding clients through complex legal processes with a high level of success. You will be part of a diverse, multicultural team that values respect, collaboration, and empathy.

Duties and Responsibilities

• Manage prospective clients from the moment they contact the firm through consultation scheduling, follow-up, retention, and handoff to the legal team.
• Create a professional, organized, responsive, and compassionate first impression of the firm.
• Comfortably speak with prospective clients by telephone, text, email, and video.
• Gather detailed immigration and personal history; maintain accurate records; follow up consistently.
• Ensure that no viable lead is lost due to poor communication or lack of follow-through.

New Lead Response

• Respond promptly to new inquiries from various sources.
• Make outbound calls to new prospective clients as required.
• Contact new leads within the firm's established response-time standards.
• Maintain consistent follow-up with prospective clients who do not immediately respond.
• Document every inquiry in the firm's system.
• Identify and escalate urgent matters appropriately.

Immigration Intake Interviews

• Conduct detailed intake interviews with prospective clients.
• Gather relevant personal, family, immigration, criminal, employment, and procedural history.
• Ask appropriate follow-up questions to ensure complete factual picture for the attorney.
• Document prior immigration filings, entries and exits, government encounters, court matters, deadlines, and other relevant information.
• Prepare clear and accurate intake summaries for attorney review.

Consultation Scheduling

• Schedule consultations with attorneys according to firm procedures.
• Confirm consultation dates and times.
• Send consultation instructions, questionnaires, payment links, and reminders.
• Follow up with prospects who have not completed required intake information.
• Reschedule missed appointments promptly when appropriate.

Lead Follow-Up

• Follow up with leads who have not scheduled consultations.
• Maintain scheduled follow-up sequences for undecided prospects.
• Document every follow-up attempt.
• Maintain an organized pipeline so that no lead falls through the cracks.

CRM and Docketwise Management

• Enter complete and accurate prospective-client information into Docketwise and/or the firm's CRM.
• Document every call, email, text, consultation, and follow-up.
• Create follow-up tasks and reminders.
• Regularly review the intake pipeline for stale or incomplete records.

Consultation Preparation

• Confirm intake information is complete.
• Prepare a concise intake summary.
• Ensure the attorney has the information necessary to conduct an efficient consultation.

Post-Consultation Follow-Up

• Record consultation disposition promptly.
• Follow up with prospective clients who have not made a retention decision.
• Answer administrative questions concerning fees, scheduling, engagement procedures, and next steps.

Retention and Handoff

• Confirm completion of the engagement agreement.
• Send out Professional Service Agreements (PSAs) to new clients.
• Ensure all intake information and notes are complete.
• Facilitate a clean and professional handoff to the Case Manager and legal team.

Referral Management

• Accurately record referral sources for every prospective client.
• Track attorney, client, professional, and community referrals.
• Reach out to successful clients for reviews and testimonials.

Client Service Standards

• Communicate professionally and confidently.
• Demonstrate patience with clients who may be anxious, confused, or emotional.
• Listen actively and ask thoughtful questions.
• Protect confidential information.
• Represent the firm's brand and service standards consistently.

Qualifications

• Minimum 2 years of experience in legal intake, U.S. immigration law, or a comparable high-volume professional client-intake environment.
• Strong experience handling telephone-based client intake.
• Excellent spoken and written English.
• Strong active-listening skills.
• Excellent client-service skills.
• Experience working with CRM or case-management systems (Docket-Wise, Clio, MyCase, or similar).
• Strong organizational and time-management skills.
• Reliable high-speed internet and professional remote work environment.
• Self-starter mentality with ability to work independently.

Preferred Qualifications but not required

• Candidates with U.S. immigration law experience will be given strong preference.
• Previous experience working for a U.S. immigration law firm.
• Experience with lead-management and follow-up systems.
• Bilingual ability is a plus.

Key Performance Indicators

• Speed to first contact.
• Percentage of new leads successfully contacted.
• Consultation booking rate.
• Consultation show rate.
• Lead-to-consultation conversion.
• Follow-up completion rate.

What Will Make Someone Successful in This Position

• Picks up the phone rather than relying only on email.
• Follows up consistently without being aggressive.
• Can have sensitive conversations professionally.
• Understands the difference between gathering information and giving legal advice.

Job Details

• Job type: Permanent
• Emp type: Full-time
• Schedule: Monday - Friday, 9:00 AM to 5:00 PM EST (includes 45-minute lunch break)
• Location: Work-from-home
• Industry: Legal Services
• Expertise: Immigration Intake Specialist