Role Description – Migration Assistant/s
Role Title: Migration Admin Assistant/s
Reports to: Lawyer, Legal Associate, Case Managers and Sr. Migration agents
Employment Type:Full-time
Location:Level 1/25 Elizabeth Street, Melbourne – VIC 3000.
308, Level 3, 101 Overton Road - Williams Landing, VIC 3027
Role Purpose:
The Migration assistant/s supports lawyer, legal associate, case managers and migration agents in the day-to-day handling of client files by managing documentation, coordinating client communications, and ensuring cases progress smoothly and in compliance with relevant regulations. This role is vital to maintaining service quality, organisation, and case efficiency across the team.
Key Responsibilities:
Case Support & Administration
- Prepare document checklists and assist with visa or education application forms.
- Review client-provided documents for accuracy and completeness.
- Enter and update data in CRM and case tracking systems.
- Organise digital files and ensure proper case labelling and version control.
Client Communication
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Communicate with clients via email and phone to request missing documents or provide instructions.
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Send reminders for deadlines, appointments, or follow-up items.
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Log all client interactions in the system.
Compliance & Documentation
- Ensure documentation meets internal quality standards and external regulatory requirements.
- Follow privacy and confidentiality policies strictly.
- Assist with internal audits or file reviews as requested.
Team Collaboration
- Work closely with case associates, migration agents, and administrative staff.
- Attend regular team meetings and contribute to workflow updates.
- Provide ad hoc support for special projects or urgent casework when needed.
Skills & Qualifications:
Education:
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Pursuing or Completed Graduate Diploma in Migration Law.
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Diploma or bachelor's degree in administration, Business, Law, or related field (preferred).
Experience:
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0-2 years' experience in administration, legal support, client services, or education/migration sector.
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Experience using CRM or file management software is an advantage.
Technical Skills:
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Proficiency in Microsoft Office or Google Workspace.
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Comfortable using digital case management tools and cloud storage platforms.
Key Competencies:
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Strong attention to detail and accuracy
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Organisational and time-management skills
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Clear written and verbal communication
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Client-friendly and professional manner
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Ability to follow instructions and ask clarifying questions
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Team-oriented, with a proactive attitude
Performance Indicators:
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Task accuracy and documentation quality
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Responsiveness to client and team needs
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Timeliness of case support delivery
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Compliance with privacy, file, and process standards
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Contribution to team operations and efficiency
Key Performance Indicators – Migration Assistant/s
KPI Area
Indicator
Target / Measure
Documentation Accuracy
Completeness and correctness of prepared documents and checklists
98% documents require no major correction
Task Turnaround Time
Time taken to complete assigned tasks (e.g. file prep, data entry)
Tasks completed within 24–48 hours of assignment
File Management
Organisation and maintenance of client files in CRM or digital folders
100% of files accurately updated and labelled
Client Follow-Up
Timely client communication (reminders, document requests, etc.)
Follow-ups sent within 24 hours of instruction
Support to Case Managers
Responsiveness and quality of support provided
100% of support tasks completed on time and as per instructions
Compliance Support
Adherence to internal documentation and process compliance standards
0 compliance issues raised during audits
Collaboration
Positive contributions to team workflow, including updates and communication
Participates in team check-ins, maintains clear handover notes
Learning & Development
Participation in internal training, system updates, or immigration knowledge sessions
Attends 90% of internal learning activities
Productivity
Number of tasks or files supported/completed weekly
20–30 case actions per week (adjusted for case complexity)
Error Reporting & Resolution
Identifies and flags missing or incorrect client information
100% of flagged issues documented and resolved collaboratively.
These KPIs help monitor the efficiency, attention to detail, and reliability of Case associates while also supporting their growth into more advanced roles.
