Eligibility & Retention Specialist | Philippine based Work from Home  

As an Eligibility and Retention Specialist, you will:

• Conduct fact-finding calls with potential clients to gather key details about their visa circumstances.
• Accurately record data and documents to enable RMAs to perform eligibility assessments.
• Maintain ongoing engagement with applicants (follow-ups, retention checks, and relationship management).
• Ensure clear, professional communication and thorough documentation across all matters.
• Contribute to team efficiencies by accomplishing the related task, as required.

As an Eligibility and Retention Specialist, your daily tasks may include:

Client Engagement & Data Collection

• Monitor the booking system to ensure all scheduled prospects are contacted.
• Conduct fact-finding calls and complete forms based on conversations.
• Collect initial documents to support eligibility assessments.
• Create and update matters in MIDAS, ensuring all personal details are accurate.

Retention Responsibilities

• Perform regular check-ins with applicants to identify additional migration needs (family visas, permanent residency, citizenship, etc.).
• Follow up with applicants on progress (their English review, pending eligibility check appointments).

Communication & Relationship Management

• Build rapport and maintain warm, clear, and professional engagement during calls.
• Escalate important details to the Manager or RMAs when necessary.

Documentation & System Management

• Save initial documents, completed forms, and fee estimates in the appropriate folders.
• Enter detailed file notes for every interaction with prospects.
• Generate & manage tasks per matter to ensure timely progression toward case conversion.
• Create clear onboarding notes for RMAs to review.
• Ensure all assigned tasks are completed by their due dates.

Team Collaboration & Continuous Improvement

• Collaborate with colleagues to identify areas of improvement & meet shared deliverables.
• Assist in maintaining the team mailbox and ensure prompt responses to emails.

Clear is looking for an Eligibility and Retention Specialist to support our premier Australia-based client in the migration services industry.

Role and Opportunity

Your new role is to support our client’s Registered Migration Agents (RMAs) by conducting Fact Find calls, collecting client details and initial documents, and maintaining accurate records in the system. You’ll also play a key role in client retention by performing regular check-ins, following up on pending matters, and ensuring applicants feel supported throughout their migration journey.

Our client is known for providing trusted migration services in Australia. As an Eligibility and Retention Specialist, you’ll be a critical part of ensuring prospects receive accurate eligibility assessments and that long-term relationships with clients are nurtured and sustained.

• Experience in customer engagement, client servicing, or case management
• Proficiency with Microsoft Office applications (Outlook, Excel, Teams, etc.)
• Exposure in working in BPO, client support, or a similar professional environment
• Experience working with managers or teams in a collaborative setting
• A fit-to-work (FTW) status upon completion of the pre-employment medical exam (with drug test) or a FTW medical certificate with basic 5 & drug test result taken within the previous 5 months.
• A valid NBI Clearance

Advantageous/Optional (Having the following is a plus)

• Experience with migration services, legal/visa-related processes, or case management systems.
• Familiarity with Australian business culture and communication style.
• Working knowledge of MIDAS or similar client management systems.

Required Attributes

• You communicate clearly and confidently in English, both spoken and written
• Proactive, dependable, thrive in fast-paced environments, and committed to client service excellence.
• You carry yourself professionally, can build rapport easily, and handle calls with care
• A multi-tasker who is keen on details and gets things done accurately
• Tech-savvy and comfortable learning CRMs, new online tools, and systems
• Autonomous though works well with others by contributing positively to team goals.