Client Enablement Specialist

1 month ago

Salford, United Kingdom Fragomen Full time

Fragomen is a leading firm dedicated to immigration services worldwide. The firm has 6,000 immigration professionals and support staff in more than 60 offices across the Americas, EMEA and Asia Pacific. A member of the Am Law 100 and Am Law Global 100, Fragomen offers immigration support in more than 170 countries. Fragomen’s professionals are respected leaders in the immigration field, and the firm is regularly recognized as a leading employer of minority and female attorneys.

THE ROLE:
Reporting to the Senior Client Engagement Manager, on our Corporate IT, Product Management team, the Client Engagement Specialist will provide vital support to various corporate functions and play an important role in assisting the Senior Manager (based in Salford, ) with managing client service teams and ensuring efficient and effective interactions with new and existing clients to the firm.

As a Client Engagement Specialist at Fragomen, you will:

- Participate on implementation calls and partner with Senior Manager and Team leads on assigned New Client Onboardings
- Act as the main point of contact in region for requirements or functional related process questions for client and legal team stakeholders
- Schedule recurring implementation meetings (including Senior Manager and assigned lead) with both internal and external clients
- Lead the elicitation and documentation of detailed onboarding process requirements
- Own projects (New Client Onboardings) in terms of managing inputs and outputs, coordinate timing and manage
- Assist Senior Manager and leads with resolving day to day client related questions
- Assist Senior Manager with new client onboarding presentations for in person client meetings
- Provide timely, accurate and efficient guidance for new client initiations of case requests in our system
- Develop and update an initiations manual/cheat sheet for each client according to defined procedure
- Assist with Client Implementations, collaborating with various internal teams - IT, Client Services, Finance, etc.
- Assist legal teams with off-boarding of clients
- Update and modify data in our client on-boarding library
- Create Ad-hoc reports for internal and external customers
- Analyse, report and provide solutions to process errors
- Communicate discrepancies and coordinate process needs to high profile clients
- Ensure smooth client onboarding procedures
- Assist with process documentation and process improvement initiatives
- Conduct in depth research of current client information as needed
- Assist with system improvements, project implementations, and ad hoc projects as needed

Let’s talk if you have the following:

- Previous experience within immigration or related role preferred
- Excellent organization and client engagement skills, as well as be able to multi-task in a faced paced role with competing demands.
- Strong communication and writing skills
- Familiarity with writing business protocols
- Advanced MS Office including Word, Excel, PowerPoint, and Visio
- Experience with process mapping in Microsoft Visio preferred
- Must possess strong organizational and data entry skills
- Bachelor’s degree in Business or business related field preferred

Ability to commute/relocate:

- Salford: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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