Position: Case Manager Assistant & Frontline Phone Coordinator (Transactions Team) Department: Service Delivery – Transactions Reports to: Director of Operations Location: [Insert location or “Hybrid/Remote”] Schedule: Full-Time | [Insert working hours if known]

Role Overview:

We are seeking a detail-oriented and proactive individual to support our Transactions Case Manager (focused on USCIS matters) and serve as our frontline point of contact for incoming calls. This hybrid role blends case support responsibilities with consistent phone coverage, ensuring both excellent internal assistance and a positive client experience.

Key Responsibilities:

1. Administrative Support to Case Manager:

Assist with preparing USCIS applications and support documents (e.g., I-130, I-485, I-765, N-400, etc.)

Upload, organize, and review evidence and client-provided materials in case files

Draft cover letters and simple USCIS correspondence using templates

Help monitor and respond to client messages under Sofia’s direction

Track deadlines and prepare checklist-based updates for active cases

2. Phone Coordination:

Answer and route incoming calls professionally and efficiently

Prioritize urgent matters (e.g., biometrics notices, interview reschedules, RFEs)

Log and summarize call details using our internal system

Transfer calls to the correct team member or take detailed messages

Ensure daily follow-up for voicemails and missed calls

Skills & Qualifications:

Experience in customer service, call center, law office support, or USCIS-related casework preferred

Strong communication skills (verbal and written)

Bilingual in English and Spanish required

Proficient in Microsoft Office and document management systems

Ability to multitask and stay organized under pressure

Friendly, empathetic, and calm phone demeanor

What Success Looks Like:

Sofia has increased capacity to focus on case strategy and filings

All incoming calls are answered, routed properly, and logged consistently

Clients feel heard and supported through timely responses and follow-ups

USCIS cases are processed more efficiently with fewer delays

This is a remote position.