Client Enablement Specialist

Job Description

Client Enablement Specialist II

Full-time, permanent

London or Sheffield

About us:

Fragomen is the world’s leading exclusive provider of immigration services. We are a firm of more than 6,200 immigration-focused professionals and staff spanning more than 60 offices worldwide. Immigration has been our sole focus for 70 years, and today we offer support in more than 170 countries. We are problem-solvers, innovators and established thought leaders in immigration, providing strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations.

Fragomen’s professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations.

A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.

About the role:
Reporting to the Client Enablement Manager on our Client Enablement Team, the Client Enablement Specialist will provide vital support to various corporate functions and play an important role in assisting the Team (based in Matawan, New Jersey, USA) with managing client service teams and ensuring efficient and effective interactions with the firm’s new and existing clients. 

The responsibilities of the Client Enablement Specialist will include the following:

• Participate on implementation calls and partner with Director and Team leads on assigned New Client Onboardings
• Act as the main point of contact in the region for requirements or functional-related process questions for client and legal team stakeholders
• Schedule recurring implementation meetings (including the Director and assigned leads) 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, coordinating timing, and managing
• Assist Managers and leads with resolving day-to-day related questions
• Assist Director 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, such as IT, client services, finance, etc.
• Assist legal teams with off-boarding of clients
• Update and modify data in our client onboarding library
• Create Ad-hoc reports for internal and external customers
• Analyse, report, and provide solutions to process errors
• Communicate discrepancies and coordinate process needs with 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

About you:

The successful candidate will have previous experience in immigration and, ideally, within a related role.

You will have excellent organisation and client enablement skills and the ability to multi-task in a fast-paced role with competing demands.

Also required:

• 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 organisational and data entry skills
• Bachelor’s degree in Business or business related field preferred

Fragomen in the UK:

Our UK team is made up of over 700 people working across two offices, based in London and Sheffield. Both offices are centrally located in their respective cities, with the Sheffield office having the added bonus of free on-site parking. Our people work collaboratively and dynamically in a positive environment, with over 20 different languages being spoken.

The Firm operates a hybrid working model, which incorporates a blend of in-person attendance as well as working from home – our aim being to fully leverage our remote working technology and provide a balance for our people in the way that they work.

Whether in the office or working remotely, we are proud of our team spirit and we like to reflect this in the way that we work and everything we do. Our Responsible Business Practices (“RBP”) prioritises Fragomen’s social responsibility through one cross-cutting theme and five focus areas of Wellbeing, Diversity, Equity and Inclusion, CSR including Pro Bono, Social and Sustainability. The RBP initiatives offer great opportunities for everyone at Fragomen to get involved and help steer a variety of initiatives and activities.

Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.