• Follow up with clients regarding missing information, outstanding documents, and case updates. • Communicate directly with clients to collect required documentation and supporting evidence. • Review legal documentation to ensure consistency, completeness, and compliance with filing requirements. • Support workflow consistency while managing approximately 20 active cases per month. • Collaborate with attorneys and internal team members to support efficient case progression. • Maintain confidentiality and handle sensitive client information with professionalism and discretion. • Monitor filing deadlines and ensure timely completion of all assigned tasks. • Update case notes, documentation logs, and status reports within internal systems. • Prepare and organize immigration forms and supporting evidence for attorney review. • Assemble complete immigration application packages with accuracy and attention to detail. • Prepare cover letters, legal correspondence, and supporting documentation for immigration filings. • Draft affidavits, declarations, and supporting legal narratives for humanitarian immigration cases. • Organize and maintain digital case files using legal case management software. • Manage assigned cases from intake through submission readiness while maintaining accurate case records.

• Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills • Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching • Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices • Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service • Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes • Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment • Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles • Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager • Handle customer calls and inquiries as a part of our standard coverage plan • Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience • Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space

• Answering and Routing Calls • Problem Solving • Customer Engagement • Documentation • Follow-Up • Adhering to Scripts • Answering Inbound Calls • Making Outbound Calls • Providing Accurate Information • Resolving Complaints • Documenting Interactions • Managing Call Escalations • Maintaining Professionalism • Meeting Performance Targets

• Engage with customers via phone, email, or chat to provide assistance and resolve inquiries and/or concerns.** • Process orders, refunds, and other requests accurately and efficiently.** • Learn and maintain a deep understanding of the products and services to effectively assist our customers.** • Properly document and maintain accurate records of customer interactions and transactions.** • Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs.