Tier 2 Immigration Client Experience Specialist

Berry Appleman & Leiden; Richardson (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Sick time

Unlimited vacation

401(k) with company match

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Paralegal experience

Direct client communication

Independent worker

Workflow adherence

CRM documentation

Education

Combination of education and experience

Tools

CRM / Case management system

Job description

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.