Client Intake Specialist

Tdotimm; Toronto; On-site; CAD 42,000 - 66,000; Full time

Job summary

TDOT Immigration is seeking a Client Intake Specialist to manage the client onboarding process from initial engagement through the successful opening and handover of client files. The successful candidate will ensure that client information, retainer agreements, invoices, payments, and onboarding documentation are accurate and complete.

This role requires strong organizational skills, attention to detail, and effective client communication.

Qualifications

• Experience in client intake, onboarding, administration or customer service.
• Experience preparing agreements, invoices and client documentation is preferred.
• Familiarity with CRM systems, case management software, and task-management platforms.
• Strong attention to detail and the ability to maintain accurate client records.
• Excellent verbal and written communication skills.
• Ability to explain processes and requirements clearly to clients.
• Strong follow-up, coordination, and time-management skills.
• Ability to manage multiple client files and competing priorities.
• Understanding of payment tracking, agreement execution, and onboarding procedures.
• Ability to coordinate effectively with multiple internal teams.
• Commitment to confidentiality, accuracy, and professional client service.
• Experience in immigration, legal, or professional services environment is an asset.

Responsibilities

• Manage the client intake and onboarding process from initial engagement to successful handover.
• Explain onboarding requirements to clients, including retainer agreements, invoices, payment requirements, questionnaires, document checklists, and next steps.
• Verify client information, service requirements, agreed fees, and payment details before proceeding.
• Prepare retainer agreements using approved templates and authorized service scopes.
• Review agreements for accuracy, completeness, and consistency with approved terms.
• Send retainer agreements to clients and follow up on pending signatures and execution.
• Maintain organized records of signed agreements, amendments, and related documentation.
• Escalate requests involving changes to fees, service scope, or contractual terms for management approval.
• Prepare and issue invoices based on approved fees and service agreements.
• Verify invoice details and coordinate payment confirmations with the Finance/Accounting Team.
• Follow up on outstanding invoices and maintain accurate payment-related records.
• Ensure required agreement and payment conditions are met before proceeding to the next onboarding stage.
• Create and update client profiles in the CRM and case management systems.
• Ensure all mandatory client information, service details, agreements, and engagement records are accurately entered.
• Open client matters and initiate internal workflows once the required conditions have been fulfilled.
• Coordinate with the Administration, Finance, and Operations Teams to ensure timely and accurate file handovers.
• Identify missing information, incomplete documentation, and onboarding delays, and take appropriate follow-up action.
• Support incoming calls, emails, WhatsApp inquiries, appointment coordination, and general client follow-ups when required.
• Provide backup support to the Administration Team during busy periods or staff absences.
• Maintain confidentiality and ensure client records are handled in accordance with company procedures.
• Perform additional administrative and operational duties as assigned by management.

Skills

Customer service

CRM proficiency

Documentation management

Attention to detail

Communication skills

Time management

Coordination with teams

Confidentiality

Tools

CRM systems

Case management software

Task-management platforms

Job description

• Employment Type: Full-time
• Location: North York, ON
• Reports to: Operations Manager / Head of Operations

Job Summary

TDOT Immigration is seeking a Client Intake Specialist to manage the client onboarding process from initial engagement through the successful opening and handover of client files. The successful candidate will ensure that client information, retainer agreements, invoices, payments, and onboarding documentation are accurate and complete.

This role requires strong organizational skills, attention to detail, and effective client communication. The successful candidate will coordinate with the Sales, Administration, Finance, and Operations Teams to ensure a smooth onboarding experience and maintain accurate records in the company’s CRM and case management systems.

Duties

• Manage the client intake and onboarding process from initial engagement to successful handover.
• Explain onboarding requirements to clients, including retainer agreements, invoices, payment requirements, questionnaires, document checklists, and next steps.
• Verify client information, service requirements, agreed fees, and payment details before proceeding.
• Prepare retainer agreements using approved templates and authorized service scopes.
• Review agreements for accuracy, completeness, and consistency with approved terms.
• Send retainer agreements to clients and follow up on pending signatures and execution.
• Maintain organized records of signed agreements, amendments, and related documentation.
• Escalate requests involving changes to fees, service scope, or contractual terms for management approval.
• Prepare and issue invoices based on approved fees and service agreements.
• Verify invoice details and coordinate payment confirmations with the Finance/Accounting Team.
• Follow up on outstanding invoices and maintain accurate payment-related records.
• Ensure required agreement and payment conditions are met before proceeding to the next onboarding stage.
• Create and update client profiles in the CRM and case management systems.
• Ensure all mandatory client information, service details, agreements, and engagement records are accurately entered.
• Open client matters and initiate internal workflows once the required conditions have been fulfilled.
• Coordinate with the Administration, Finance, and Operations Teams to ensure timely and accurate file handovers.
• Identify missing information, incomplete documentation, and onboarding delays, and take appropriate follow-up action.
• Support incoming calls, emails, WhatsApp inquiries, appointment coordination, and general client follow-ups when required.
• Provide backup support to the Administration Team during busy periods or staff absences.
• Maintain confidentiality and ensure client records are handled in accordance with company procedures.
• Perform additional administrative and operational duties as assigned by management.

Qualifications

• Previous experience in client intake, client onboarding, administration, customer service, or a similar role.
• Experience preparing agreements, invoices, and client documentation is preferred.
• Familiarity with CRM systems, case management software, and task-management platforms.
• Strong attention to detail and the ability to maintain accurate client records.
• Excellent verbal and written communication skills.
• Ability to explain processes and requirements clearly to clients.
• Strong follow-up, coordination, and time-management skills.
• Ability to manage multiple client files and competing priorities.
• Understanding of payment tracking, agreement execution, and onboarding procedures.
• Ability to coordinate effectively with multiple internal teams.
• Commitment to confidentiality, accuracy, and professional client service.
• Experience in an immigration, legal, or professional services environment is an asset.

Job Type: Full-time

Ability to commute/relocate:

• North York, ON: Reliably commute or plan to relocate before starting work (required).

Application question(s):

• Describe your experience in client onboarding, intake, or administrative coordination.
• Have you prepared agreements, invoices, or client onboarding documentation before?
• Which CRM, case management, or task-management systems have you used?
• How do you ensure that client information and agreements are accurate and complete?
• How do you manage follow-ups when clients have outstanding documents, signatures, or payments?
• Are you comfortable working primarily in person in North York?

Experience:

• Client intake, administration, or customer service: preferred.
• CRM and client record management: preferred.
• Immigration, legal, or professional services: an asset.

Work Location: Primarily in person, North York, ON.