Suelen Oliveira

MAIN RESPONSIBILITI ES AND DUTIES:

- To maintain high customer service standards at all time.

- To assist the companies Client facing Registered Migration Agents (RMA's) in the preparation, presentation and submission of visa application to the Department of Immigration and the Administrative Appeals Tribunal (AAT).
instructions from RMA's with regards to client files.
- Opening files and setting up clients on LEAP and/or lnfusionsoft if/when necessary.
- Setting up deadlines and/or other time limits on outlook calendar.
- Research previous court and visa application decisions relevant to each individual client's cases and advising RMA on specific matters that may affect the case either at an visa application level or application review with AAT matter;
- Preparing and providing tailored application/review instructions to clients (individuals and businesses)
- Liaise with client in order to obtain all necessary documentation (including forms), in the necessary format, for the submission of their application with Immigration and other agencies (skills assessment authorities; Department of Home Affairs, etc);

- Meeting with clients if and when necessary in order to obtain oral and documentary evidence for visa applications/Review applications with the AAT;
- Liaise with client in order to obtain all necessary documentation with critical dates always in mind;
- Draft formal client submission letters for review by RMA;
- Collect, analyse and compile documentation for submission to Immigration and or AAT (Administrative Appeals Tribunal).
-Liaising with and assisting clients with their questions regarding: documents, processing times, strategy, requirements, etc
-Upon lodgement of applications, manage requests by immigration and other government agencies (including the AAT - Administrative Appeals Tribunal) for further documents/information: setting up deadlines on the Calendar,
- Assist Client Division Manager by continuous review of company's instructions and checklists in order that they stay current and up-to-date
- To provide daily updates on current client's database, progress, and all other issues to allocated RMA;
o Communicate with Client Division Manager and RMA's on all matters requiring their attention, and implement their decisions;
-Updating and managing Client Management Spreadsheet;
- Provide Legal Migration Assistance to RMA's:
- Conducting ongoing research into migration law and policy;
- Provide Legal assistance to RMA once the file has been handed over to Client Division - this includes communicating with Case Officers and assessors from Skills Assessment Authorities on behalf of RMA.
- Provide accurate and responsive advice regarding migration and visa options and associated migration issues to clients - both individuals and companies - especially in terms of adjusting the initial strategy designed by the RMA (with RMA's approval);
- Legal Information Management: effectively record legal updates, share updates with staff, create and update information management systems;

SPECIFIC SKILLS AND BEHAVIOURS REQUIRED:

• Must be Registered with the OMARA or have started Graduate Certificate In Immigration Law in Australia or have completed a Bachelor Degree in Law from an overseas University;
• Have a sound working knowledge of Australian migration regulations and policy;
• Have a proven case management ability;
• Have excellent oral and written communication skills in English and have well developed client service skills and a high level of accuracy;
• Have a genuine interest in working with and helping clients;
• Have advanced proficiency in the use of LegendCom;
• Direct work in a timely manner - must be able to observe deadlines strictly;
• Have experience with a range of visa applications, particularly in sponsored business applications, both temporary and permanent.
• Have good presentation and a polite, tactful and friendly character;
• Have a good understanding of numbers and planning;
• Have the ability to be flexible, decisive and quick-thinking ;
• Have the ability to handle complaints and difficult situations in a patient, calm and effective way;
• Have an understanding of computer system (office suite and LEAP Migration Manager software);
• Input on LEAP specific instructions for each file given by RMAs;
• Be able to handle a quick-turn high volume of clients and applications;
• Have sound Customer Service Skills

LANGUAGE AND COMMUNICATION SKILLS REQUIRED:

• Ability to speak clearly on the phone and with clients
• Able to answer the phone in an positive and enthusiastic way
• Excellent written skills
• Ability to communicate with clients from a variety of backgrounds
• Must be comfortable with a multicultural environment
• Superior English language skills - writing business e-mails, being articulate on the telephone and able to elicit information from clients who may not speak English well themselves
• Another language is a plus. Preferable Portuguese,

MAIN RESPONSIBILITI ES AND DUTIES OF YOUR ROLE:
- To assist the Case Managers in the administrative preparation of applications (visas, sponsorships and nomination) to the Department of Home Affairs and the Administrative Appeals Tribunal (AAT).
- Accept instructions from Case Managers with regards to client files and corresponding applications.
- Opening files and setting up clients on LEAP Migration Manager (LEAP MM), Smartsheet and/or Infusionsoft if/when necessary.
- Setting up deadlines and/or other time limits on LEAP MM, Smartsheet and Outlook calendars which appear on the Datasheet, i.e., the initial briefing by the Senior RMA once a new client matter has been created.
- Sending introductory emails to clients including the Client Information Questionnaire (CIQ) or Business Sponsor Questionnaire (BSQ) to be completed and importing completed questionnaires once received into LEAP Migration Manager
- Upon receipt of CIQ and/or BSQ, draft applications (visas, sponsorships and nominations) on Bravo Migration’s ImmiAccount using the eLodge function of LEAP MM which auto-populates a large portion of the online application forms.

- Drafting the 956 Agent appointment form with the relevant details of the Senior RMA and Case Manager for client signature (individual or business).
- Preparing and providing tailored application/review instructions to clients (individuals and businesses) under the supervision of Case Managers based on the initial information provided in the
- Assist Case Managers in organising, collating, and labelling clients’ documents on file, according to Bravo Migration Standards.
- Drafting various applications such as Skills Assessments and SkillSelect Expression of Interest for General Skilled Migration visas.

-Assist Case Managers in notifying clients

- Ability to speak clearly on the phone and with clients
- Excellent written skills
- Ability to communicate with clients from a variety of backgrounds