Client Services Consultant

Profile

Client Services Consultant

The candidate will under direct supervision, functions as team resource for both the client and case teams, responding to inquiries, requests and developing solutions to a wide variety of operational challenges. Create internal initiation protocols for case teams and other support teams in a format that is easy to use and follow. For existing clients of the Firm, where reimplementation is required, define problem areas through collection and analysis of relevant data, establish root cause and propose solutions for improved initiation processes. Monitor execution of initiation processes, identify areas requiring review, and suggest methods for improvement. Work with the Firm’s back office to achieve higher quality of data in the Firm’s database and identify sources for any data misses. Engage and instruct the Firm’s back office on projects for improving quality of data in the system. Identify opportunities for better use of technology for program data flow and exchange. Involve appropriate resources within the Firm to discuss these opportunities with clients. Use knowledge of the Firm’s reporting capabilities to work with clients to identify their reporting needs and provide standard, tailored or ‘on demand reports’ to clients. Work with the Firm’s reporting teams to build any custom reports as required. Establish internal and external reporting schedule and monitor performance and quality of reports. Regularly communicate on current matters and legal issues and conduct systematic case status reviews. Establish recurring calls for case status and services; include members of the Worldwide Client Service Team as necessary. Analyze process flow and communications, recommend areas for restructuring or improvement, and develop new processes as needed. Collect and analyze performance metrics data (SLAs and satisfaction surveys). Review root cause for SLA misses and satisfaction survey results that are below standard with case teams and work together with teams, practice leaders and relationship partners to identify solutions for better performance. Manage projects such as corporate restructuring (divestitures, mergers, and acquisitions) or deployment of certain specific groups of individuals. Identify project scope, requirements, and schedule and create a project plan. Provide centralized oversight and updates through selected project management tools. Work with teams worldwide to ensure real-time communication on impact in the agreed format. Draft presentations for the Firm for internal or external events. Bachelor’s degree is required. Should have 3+ years of experience in process implementation and /or case worker capacity with an immigration law firm, department, or corporate immigration function. Proficiency in Excel, Visio, Power Point, and WebEx is required. Proficiency in the Firm’s technology such as Fragomen Connect, Reporting, data feed and initiation tools is a plus.

Additional Information

Job requisition ID: REQ-017669

Company info

Fragomen.
4 Houston Center 1331 Lamar, Suite 1570
Houston
Texas
United States 77010
Website : https://www.fragomen.com/