Case Manager/Client Ambassador

Description

Case Manager/Client Ambassador Position \- U.S. Immigration Company 1\.2 Scope of Activities 1\.2\.1 Customer Experience * Serve as the first point of contact for clients after contract signing. * Introduce the service workflow, next steps in the process, and the team responsible for the case. * Keep clients informed about deadlines, required documentation, and process progress. * Ensure clear, empathetic, and professional communication via e\-mail, phone, and other support channels. 1\.2\.2 Process and Form Tracking * Assist clients with completing immigration forms, where applicable. * Provide support for less complex cases, such as F\-1 (student) and B\-1/B\-2 (business and tourism) visas, always under supervision of the technical team. * Review basic information to ensure consistency before forwarding to the responsible paralegal. * Organize and properly forward received documents, ensuring compliance with internal workflows and established deadlines. 1\.2\.3 Post\-Filing Follow\-up * Monitor cases after filing, tracking communications and status updates from USCIS, NVC, consulates, and other competent authorities. * Guide clients on next steps in the process, including medical examinations, interviews, and any additional requests. * Proactively maintain contact with clients throughout case handling, ensuring continuity, support, and satisfaction. * Update internal company systems and records with all relevant interactions. 1\.2\.4 Customer Service and Support * Respond to clients via chat, e\-mail, and phone, resolving inquiries promptly, courteously, and with a focus on customer experience. * Route specific requests to responsible departments, such as Sales, Paralegal, and Finance. * Identify opportunities to improve the customer journey and present suggestions to leadership for continuous process improvement. Compensation: R$4\.600,00 \- R$5\.000,00 per month Benefits: * Remote work Education: * Completed bachelor's degree (Mandatory) Experience: * Immigration experience (Mandatory) Language: * English (Preferred) Work location: Remote