Immigration Client Experience Specialist - Tier 1

BAL; Richardson (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Unlimited vacation

401(k) with company match

Sick time

Job summary

Berry Appleman & Leiden (BAL) seeks a Client Experience Specialist - Tier 1 to serve as the first point of contact for Foreign Nationals, guiding inquiries and coordinating with legal teams. You will use templates and escalation protocols to resolve routine issues while maintaining high service standards and customer focus.

The role emphasizes written communication, teamwork with the Client Experience and legal teams, and adherence to SLAs in a fast-paced immigration services environment.

Qualifications

• Clear and professional written and verbal communication skills.
• Strong attention to detail and ability to follow structured processes.
• Ability to manage multiple active conversations or tasks while maintaining accuracy and professionalism.
• Demonstrated empathy, active listening, and a service-oriented mindset.
• Understanding of basic escalation procedures and when an issue should be routed to a higher tier.

Responsibilities

• Frontline Support: Provide high-quality service by responding to foreign national inquiries across email, chat, etc. using templates, macros, and tags.
• Issue Escalation: Identify and elevate substantive, legal, or complex inquiries to appropriate teams following defined protocols.
• Platform Utilization: Manage and monitor conversations through the technology solution, ensuring adherence to service standards and response times.
• Team Collaboration: Work with the Client Experience department and legal teams to deliver seamless support and enhance client satisfaction.
• Service Standards: Meet SLAs for response times while maintaining accuracy and professionalism.
• Proactive Communication: Share workload updates, trends, and issues with team members and leadership.
• Continuous Learning: Participate in trainings to stay current with platform enhancements and procedures.
• Team Contribution: Support platform improvement initiatives and collaborate with colleagues.

Skills

Written communication

Attention to detail

Multitasking

Empathy

Escalation procedures

Education

High school diploma

Bachelor’s degree

Job description

Berry Appleman & Leiden (BAL) seeks a Client Experience Specialist - Tier 1 to serve as the first point of contact for Foreign Nationals, guiding inquiries and coordinating with legal teams. You will use templates and escalation protocols to resolve routine issues while maintaining high service standards and customer focus.

The role emphasizes written communication, teamwork with the Client Experience and legal teams, and adherence to SLAs in a fast-paced immigration services environment.