Dear Virtual Latinos,
We’re looking to hire 1 VA through this job that the Virtual Latinos Agency is publishing on behalf of a new client.
Client & Short Job Description:
Immigration Law Firm based in Boston that has been in business for over 10 years in the field. The main areas of their practice are immigration, criminal, and family law. The firm mainly focuses on family-based immigration that has a lot to do with kids without their parents. They help asylum-seeking kids to be united with family members in the United States. The firm focuses also on many humanitarian-related cases such as removals and DACA. The office already has 2 Client Relations Specialists but there is so much demand with their services, they cannot keep up. The firm is seeking to integrate 1 to 2 additional professionals to grow their department. The team consists of 3 Attorneys, 3 Paralegals, and 2 Client Relations Specialists.
The VA will be in charge of answering phone calls, qualifying clients, sending out intake links for the clients, and asking key questions to identify the client’s needs. The VA will also be directing the call to the right attorney, manage follow-ups and entering data, and as well as take payments over the phone, and recording information on the CRM.
Software the client currently uses:
– Clio as CRM
– Dropbox
– Outlook for email
– Microsoft Team
– Ringcentral
– LawPay
Job Highlights: Why should you apply?
– Great opportunity to join a team with great experience in the field.
– Opportunity to learn about immigration and various legal processes.
– Ideal for VAs with great administrative and customer service skills.
DEADLINE TO APPLY: You must apply by Sunday, October 31st, at 11:30 PM PT. Our team will set up interviews for the selected candidates for Tuesday, November 2nd, 2021.
Tasks required for the job
1. Answering the Phone & Taking Messages
– Answer calls and ask for clients’ information, find out who they’d like to speak with, etc.
– Transfer the call to the correct person, if not available then take a message
– Answer inbound calls from potential clients and leads
– Make two types of outbound calls A) Call potential leads from a list, and B) Follow-up calls
– The VA may also need to send the client an SMS and email to follow-up, through an internal software
2. Client Communication, Support & Follow-ups
– Answer simple questions if a client calls and asks for an update about a case, court dates, etc.
– If the client asks a law-related question, take a message and/or forward the question to the right paralegal or attorney
– Follow up with clients to make sure the law firm has all the necessary documents, info, and details they need to build their case and submit it to court
– When clients need to make payments, the VA would need to make sure clients pay their bills
– Write monthly letters to clients with a general update on their case
– Take credit card payments over the phone
3. Calendar Management & Appointment Setting
– Help the law firm’s staff and/or CEO manage his calendar appropriately
– Schedule appointments with clients, and/or clients with other staff using the calendar, as necessary
– Save the appointments into Google Calendar, or any other calendar management system
– Pre-screen new potential clients, and make sure they’re the right fit to be clients
4. Filtering & Qualifying New Leads
– Help the law firm talk to all leads and figure out how to qualify new potential leads
– Properly understanding the answers to each question to qualify as good or bad leads
– Those who are qualified and good leads will then be asked to book a call with the law firm’s team and/or attorney
5. Client Management in CRM System
– Download documents from attachments and create new “case files/records/contact” into the CRM database
– Take notes and info from each client case and save it into the web-based system
– Upload documents as needed for each case. (Dropbox/Google Drive)
– Input potential clients/leads into the system
6. Review & Check Client Information
– Review all documents and info submitted by clients through the online form they initially complete
– Make sure that clients provide an electronic signature, in order to hire the law firm for their services
– Connect with the clients over the phone, email, and/or Zoom (video call) to review information
– Gather and review various documents, and organize them as needed for each client’s case
7. General Admin Tasks
– Help the law firm develop, create, and document the company’s SOPs (standard operating procedures)
– Help with email-related items.
– Improve and organize the documents library, which includes a variety of legal documents, questionnaires, templates, etc.
– Manage online documents, including editing/labeling documents correctly as needed, and/or changing document names
– Other general admin tasks as needed by the company/client
8. General Research and Contact Government Agencies
– The VA will be dealing with government agencies when they call in.
– The VA will be trained and know how to handle incoming calls from any sort of government agency.
Requirements:
All of our Virtual Latinos VAs must first have these 10 basic qualifications (click to read). Please review this first. The client is also looking for these requirements:
Ideal Requirements
A) Communication & Language
Excellent verbal English and Spanish skills. Must be able to communicate clearly and effectively. The VA should have total fluency and not have to think of what to say, words should come out very naturally but no need to have a native accent in addition to advanced writing skills and vocabulary.; Comfortable with making calls and know how to properly communicate with clients.; Great phone personality, be able to be stern and to handle objections, and answer any questions.; Great customer service skills. Must be super friendly and personable on the phone.; Super empathetic, energetic, and understanding of the client’s needs.
B) Creativity & Proactiveness
Should be “coachable”, willing to learn new skills, and can follow directions.; Someone who can work independently, resourceful to find things on their own.; Not afraid to ask questions, know when to ask for help when needed.; Quick learner, willing to learn new things, and able to pick up issues/problems fast.; Take ownership, have a great attitude to get things done.
C) People & Relationship
Great customer skills. Really good with people and friendly.; High Interpersonal skills positive and with a good sense of humor.; Outgoing person able to communicate and interact with a variety of people.; Must be able to separate “Business from emotions” as clients can get very passionate, and it’s important for the VA to remember that in the end, “it’s just work”.; Someone that is open to feedback without being offended, willing to make mistakes, and be ok when the company tells them how to improve.
D) Work Load & Stress Management
Able to manage stressful situations without affecting them on a personal level.; Able to get things done, and have a positive attitude to do things.; Must be extremely organized and detail-oriented.; Should be very hard-working, comfortable with having a lot to do all the time.; Must be able to meet the regular business office hours but open to overtime.
E) Technology & Software
Knowledge or willingness to invest time in training themselves on the different platforms of the business.; Must have experience with documents management on Google Drive/ Dropbox.; Should have experience using a CRM like Salesforce or other.
F) Industry Specific – General Law
Must NOT have a law degree (not interested in working with lawyers).; Willing to represent the company, his/her approach should be friendly and supportive.; Comfortable with talking to clients and listening to their stories.; Empathetic, and zero-judgmental.; Must have “thick skin” and be OK with talking about hard subject matters.
Additional Requirements:
Someone with good and positive energy.
Someone that is good in a team setting when it comes to working.
Work Details:
– Schedule: Monday – Friday 8:30 am-5:30 pm EST
– Hours: 40 hours/week
