Immigration CX Specialist, Tier 2

Berry Appleman & Leiden; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Unlimited vacation

401(k) with company match

Job summary

Berry Appleman & Leiden (BAL) seeks a motivated Tier 2 Specialist to resolve complex U.S. immigration inquiries for a global client base. You will apply advanced knowledge to support internal stakeholders, drive operational efficiency, and adopt enhanced technology solutions.

In this role, you’ll handle high-volume inquiries, maintain professional client communications, and stay current with immigration law and firm policies. BAL values growth, inclusion, and a supportive team culture.

Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum 1 year of paralegal level U.S. business immigration casework, including preparing filings and tracking deadlines.
• Minimum 1 year of direct client communication experience with Global Mobility/Hr, foreign nationals and dependents.
• Experience in a high-volume, fast-paced environment while managing multiple matters.
• Ability to follow standardized workflows, scripts, templates, and escalation procedures.
• Experience documenting interactions in a CRM or case management system.

Responsibilities

• Provide subject matter expertise on immigration and client communication protocols for complex inquiries.
• Independently manage and resolve nuanced inquiries across multiple channels.
• Collaborate with CX, legal, and internal stakeholders to deliver seamless support.
• Champion best practices in omni-channel communications platforms and drive adoption.
• Monitor conversations and provide feedback to drive quality improvements.
• Identify patterns in inquiries and inform training and process improvements.
• Support onboarding and knowledge sharing for new team members.
• Meet SLAs and KPIs with a professional, client-centric approach.
• Stay current on immigration law and firm policies to ensure accurate support.

Skills

Clear communication

Independent work

Attention to detail

Decision making

Prioritization

Empathy

Escalation knowledge

Education

Bachelor's degree

Experience mix

Tools

CRM system

Case management system

Ticketing system

Job description

Berry Appleman & Leiden (BAL) seeks a motivated Tier 2 Specialist to resolve complex U.S. immigration inquiries for a global client base. You will apply advanced knowledge to support internal stakeholders, drive operational efficiency, and adopt enhanced technology solutions.

In this role, you’ll handle high-volume inquiries, maintain professional client communications, and stay current with immigration law and firm policies. BAL values growth, inclusion, and a supportive team culture.