Legal Client Success Manager - Bilingual Portuguese

Bilingual Portuguese Speaking Client Success Manager

We are seeking a Bilingual Portuguese speaking Client Success Manager to join our team. This is a full-time, onsite position ideal for someone who enjoys working with clients, is highly organized, and is comfortable handling both client communication and administrative responsibilities in a professional environment.

As a Client Success Manager, you will play an important role in creating a positive client experience by serving as a key point of contact for our Portuguese- and English-speaking clients. You will work closely with attorneys, case managers, and other team members to help ensure client questions and requests are addressed efficiently throughout the immigration process.

Responsibilities

• Communicate with Portuguese- and English-speaking clients by phone, email, and through our case management system (CMS).
• Respond to client questions, concerns, and requests in a professional and timely manner.
• Handle client inquiries and complaints and escalate legal or complex matters to the appropriate attorney or supervisor.
• Follow up on client requests and coordinate with internal teams to help ensure matters are addressed efficiently.
• Answer incoming telephone calls and emails and direct clients to the appropriate staff when necessary.
• Respond to client messages in the CMS, subject to attorney review or approval when required.
• Place USCIS service request calls and assist with follow-up.
• Prepare and process premium processing forms.
• Finalize, scan, organize, bind, and ship legal filing packages.
• Prepare cover letters and duplicate RFE response packages for mailing to USCIS.
• Mail notices and other case-related documents to clients as requested.
• Sort and distribute incoming mail and prepare outgoing mail and shipments.
• Maintain accurate records of client communications and case-related activities.
• Maintain confidentiality of client and case information.
• Perform other administrative and client-service duties as assigned.