Tier 2-Client Experience Specialist

Berry Appleman & Leiden; Richardson (TX); In loco; USD 70.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Sick time

Unlimited vacation

401(k) with company match

Descrizione del lavoro

Berry Appleman & Leiden (BAL) seeks a motivated Tier 2 Specialist to resolve complex foreign national inquiries and support enterprise immigration operations. You will collaborate with CX, legal, and internal teams to deliver high-quality client experiences while maintaining rigorous adherence to processes.

The role emphasizes escalation management, proactive communication, and methodical case handling in a fast-paced environment, with BAL offering comprehensive benefits and growth opportunities.

Competenze

• Minimum 1 year of paralegal level experience performing U.S. business immigration casework.
• Minimum 1 year of direct client communication experience via email, chat, or phone.
• Experience supporting a fast-paced, high-volume environment with multiple active matters.
• Ability to follow standardized workflows, scripts, and escalation procedures.
• Experience accurately documenting interactions in a CRM or case management system.

Mansioni

• Subject Matter Expertise: Guide on immigration and client-specific communication protocols.
• Advanced Inquiry Resolution: Independently resolve nuanced inquiries across channels and escalate when needed.
• Stakeholder Collaboration: Work with CX, legal, and internal stakeholders for seamless support.
• Platform Leadership: Promote best practices in omni-channel communications.
• Quality Assurance: Monitor conversations and provide feedback for improvement.
• Trend Analysis: Identify patterns to inform training, process improvements, and platform enhancements.
• Training & Knowledge Sharing: Help onboard and train new team members.
• Service Excellence: Meet SLAs and KPIs with professional client-centric approach.
• Policy Awareness: Stay current on immigration law and firm policies.

Conoscenze

Paralegal experience

Direct client communication

Independent worker

Workflow adherence

CRM documentation

Formazione

Combination of education and experience

Strumenti

CRM / Case management system

Descrizione del lavoro

Description

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

At BAL, we are committed to providing unparalleled services to our global, diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement.

We are seeking a motivated and customer-focused Tier 2 Specialist. This individual will apply advanced understanding to resolve Foreign National inquiries using the technology solution that supports these interactions. The Tier 2 Specialist will play a critical role in resolving complex inquiries, engaging internal stakeholders, and supporting initiatives aimed at enhancing operational models, efficiencies, and technology adoption. This role requires a proactive communicator, a strategic thinker, and a champion of service excellence.

PRIMARY RESPONSIBILITIES:

• Subject Matter Expertise: Knowledgeable of immigration and client-specific communication protocols to provide guidance on complex foreign national inquiries.
• Advanced Inquiry Resolution: Independently manage and resolve nuanced or sensitive inquiries across multiple channels, using sound judgement to **escalate** when appropriate.
• Stakeholder Collaboration: Partner closely with the broader CX department, legal team members, and other internal stakeholders to deliver seamless support.
• Platform Leadership: Champion best practices in using an omni channel communications platform, demonstrating advanced proficiency and supporting team adoption.
• Quality Assurance & Feedback Loop: Monitor conversations and provide feedback to drive continuous improvement opportunities.
• Trend Analysis: Identify patterns in inquiries and share insights with the broader CX department to inform training, process improvements, and platform enhancements.
• Training & Knowledge Sharing: Support onboarding and the development of new team members.
• Service Excellence: Consistently meet SLAs and KPIs for response times, quality and satisfaction while maintaining a professional, client-centric approach.
• Policy Awareness: Stay current on immigration law, firm policies, and client-specific procedures to ensure accurate and informed support.

QUALIFICATIONS:

Education:

• A combination of education and experience that together demonstrates readiness for the role.

Required Experience:

• Minimum 1 year of paralegal level experience performing U.S. business immigration casework, including preparing filings, managing case workflows, collecting documentation, tracking deadlines, and following regulatory or compliance driven processes.
• Minimum 1 year of direct client communication experience, including responding to inquiries from Global Mobility program owners, HR/People teams, foreign nationals (FNs), and their dependents.
• Experience supporting a structured, high volume, fast paced environment while managing multiple active matters or conversations simultaneously.
• Demonstrated comfort communicating with clients or customers through written channels, such as email, chat, or ticketing systems.
• Ability to follow standardized workflows, scripts, templates, and escalation procedures to resolve routine and moderately complex inquiries.
• Experience accurately documenting interactions in a CRM, case management system, or similar platform.

Required Core Skills:

• Clear, professional written and verbal communication.
• Self-motivated with the ability to work independently and manage priorities.
• Strong attention to detail, organizational skills, and the ability to follow structured, repeatable processes.
• Demonstrated judgment, problem solving, and decision making aligned with compliance driven work.
• Ability to manage competing priorities while maintaining accuracy and professionalism.
• Demonstrated empathy, active listening, and a service-oriented mindset when interacting with clients and stakeholders.
• Understanding of escalation pathways and appropriate decision points for routing matters to higher tiers.

Candidates may qualify through multiple pathways. Extensive, relevant business immigration experience may substitute for a degree. An equivalent blend of education and experience is also acceptable, provided the candidate can demonstrate proficiency in the required skills, responsibilities, and subject matter areas outlined above.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer . It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.