Position Overview:

The Client Support Specialist is responsible for guiding clients through the migration skill assessment process and lodging their skill assessment to relevant authorities and submitting Expression of Interest (EOI) through skillselect for migration to Australia with the guidance & overview of Registered Migration Agent. This role involves a high level of client interaction, attention to detail, and knowledge of Australian migration procedures, particularly skill assessment and EOI requirements. The specialist is also responsible for ensuring clients complete service contracts and payment processes. The specialist must attend all the internal training by Registered Migration Agent.

Key Responsibilities:

Client Consultation:

• Provide clear and accurate guidance to clients regarding skill assessment processes and eligibility requirements for various Australian visas.
• Assist clients with the preparation and submission of required documents for skill assessment, ensuring all criteria set by assessing authorities are met.

Contract & Payment Management:

• Ensure clients have signed the contract for services and Health & Character form provided and paid the service charges before proceeding with their application.
• Send the client a receipt of payment after confirmation and ensure all financial transactions are accurately documented.

Checklist Provision and Explanation:

• Send clients a detailed document checklist based on the services they have signed for.
• Schedule and conduct explanatory calls to clients, where the checklist and each required document are thoroughly explained to ensure clarity.

Documentation and Application Preparation:

• Review and verify all documents submitted by clients to ensure completeness and compliance with relevant guidelines (e.g., certified copies, qualifications, work experience).
• Ensure timely and accurate submission of applications for skill assessments to the relevant authorities (e.g., VETASSESS, Engineers Australia, Australian Nursing & Midwifery Accreditation Council, etc.).
• Manage and lodge Expressions of Interest (EOI) on behalf of clients via SkillSelect, ensuring all information is accurate and up-to-date.
• ROI/State Application – Submit ROI or any State application to be submitted
• Nomination Invitation: Wait for Nomination Invitation from corresponding state or region and inform status to client. And make government fees if any.

Client Liaison:

• Serve as the primary point of contact for clients throughout the assessment and EOI processes, addressing any inquiries or concerns promptly and professionally.
• All the communications with client should be documented through email and folders should be maintained for each client.
• Provide regular updates on the status of applications, assessments, and EOIs.
• Build and maintain strong, professional relationships with clients to ensure client satisfaction and repeat business.
• Timely inform the client on risk actors or timelines on application like, reaching age limit, expiry of English tests/ Skill assessment, invitation from state/ skillselect etc.

Liaison with Internal Teams:

• Attend all training by Registered Migration agent
• Regularly communicate and take advise on individual application from the registered Migration agent.
• Work closely with the Skill Assessment and Expression of Interest Team Lead to track application progress.
• Collect and confirm the documents and Client Information Questionnaire are completed and finalised before submitting EOI.
• Organize deposit requests to be sent to clients by the accountant in advance, as per the signed contract of service.
• Coordinate with the accountant and other internal stakeholders to ensure financial processes are followed smoothly.
• Visa Invitation – Once Visa invitation received client will be forwarded to YESTE Visa Team.

Compliance and Record-Keeping:

• Ensure strict adherence to migration regulations and guidelines, staying informed of any changes that could impact clients’ skill assessments or EOIs.
• Maintain accurate records of all client interactions, documents, and submissions using internal CRM systems or databases.

Attendance:

• If working from home, attend the office when required by the company.
• Leaves should be informed in advance as per the company policy to reporting Manager and should take prior approval.
• For taking long leaves approval should be taken one month prior.

Reporting and Collaboration:

• Provide daily reports to management on the status of lodged skill assessments and EOIs.
• Collaborate with other members of the migration team to ensure seamless service delivery and address any challenges.

Client Education:

• Provide clients with relevant updates on visa pathways, occupation ceilings, invitation rounds, and other EOI-related information.
• Conduct client education sessions or webinars on skill assessment and EOI processes, when necessary.

Privacy & Confidentiality:

• Must maintain the privacy & confidentiality of the client as well as the process, procedure & data of YESTE.

Qualifications and Experience:

Essential:

• Strong understanding of the migration skill assessment process and Australian immigration pathways.
• Previous experience in migration support roles, client services, or visa processing.
• Excellent verbal and written communication skills, with the ability to explain complex migration requirements to clients in a clear and concise manner.
• High level of attention to detail and organizational skills.
• Ability to manage multiple client files and ensure timely submission of applications.

Desirable:

• Familiarity with different skill assessment authorities in Australia (e.g., VETASSESS, TRA, ACS, ANMAC, etc.).
• Proficiency in using migration software or CRM systems.
• Knowledge of various visa subclasses related to skill assessments (e.g., subclass 189, 190, 491).
• A secondary language or cultural competency relevant to the client base.