At Boundless, we’re breaking down the barriers of the immigration system — and are hiring for a Customer Operations Agent to focus on our RapidVisa customer application reviews and assembly before they are shipped to the USCIS. This position is 100% onsite in our Las Vegas office with a Monday through Friday schedule of 8:00 am to 5:00 pm local time. 

Job Description:

You are the trusted expert on forms, documents, and processes related to Rapid Visa products and responsible for guiding a caseload of assigned customers through the process from entering QA to the moment we ship the customers immigration application. You will optimize for quality and speed, prioritizing swift customer movement through our end to end QA process. Your performance will be measured via customer engagement & movement KPIs as well as individual ship goals and CSAT. As experts on the Rapid Visa workflow, we will look to you to escalate customer issues as necessary, and identify ways in which we can improve the experience in terms of throughput time, always seeking ways to provide a better experience for your customers. Effective Document Processing Specialists are highly-organized customer experience enthusiasts with strong communication and problem solving skills. 

Responsibilities include:

• • Be a trusted expert on Rapid Visa Immigration products, and their associated processes
  • Manage a caseload of customers, QA their petitions per Rapid Visa SLA, providing clear, high quality feedback to ensure timely corrections
  • Manage towards individual performance metrics including ship volume, CSAT, and customer engagement metrics that encourage movement through our process
  • Be a key collaborator with our independent attorney network and internal legal resources; Work closely with them to answer customer questions, resolve issues, and generally unblock customers
  • Be a trusted expert on Rapid Visa Immigration products, and their associated processes
  • Review and determine recommendations to strengthen customer petitions pre-legal review

About the Rapid Visa Document Processing team:

The Document Processing team is both customer facing and operationally-driven. Our team serves as the point of contact for our customers, ensuring a best-in-class customer experience while they navigate the process of completing their immigration petition. They also are responsible for effectively managing workflow operations to ensure that customers are able to move through the process, with a goal of effectively eliminating wait times once customer deliverables have been received. 

Benefits of working for Rapid Visa, a Boundless Company

As an early-stage company, we have a unique opportunity of creating the type of work environment we have always wanted to work at. Much like everything at Boundless and Rapid Visa, we are always looking for ways to improve and make it a place where everyone can do their best work. Here are just a sample of what we offer for members of the team:

• Full medical, vision, and dental benefits
• Prioritized mentorship and development
• Bi-annual performance reviews with opportunities for compensation increases