Tier 2 Immigration CX Specialist — Impactful Global Support

BAL; Richardson (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability & life insurance

Unlimited vacation

401(k) with company match

Job summary

BAL is seeking a motivated Tier 2 Specialist to resolve complex foreign national inquiries using our media and client platforms. You will collaborate with the CX and legal teams to deliver high-quality, compliant client experiences while handling a high-volume workload and maintaining accurate case documentation.

The role emphasizes proactive communication, adherence to procedures, and ongoing improvements to processes and platforms relevant to immigration casework.

Qualifications

• 1+ year of paralegal level immigration casework experience.
• Direct client communication experience (Global Mobility/HR).
• Experience in a high-volume, fast-paced environment managing multiple matters.
• Ability to follow workflows, scripts, templates, and escalation procedures.
• Experience documenting interactions in a CRM or case management system.

Responsibilities

• Provide expert guidance on complex foreign national inquiries.
• Independently manage and resolve nuanced inquiries across channels.
• Collaborate with CX, legal and internal stakeholders for seamless support.
• Lead best practices in omni-channel communications and platform usage.
• Monitor conversations and provide feedback for process improvements.
• Identify patterns and insights to inform training and process enhancements.
• Support onboarding and training of new team members.
• Meet SLAs and KPIs with professional client service.

Skills

Paralegal experience

Client communication

CRM documentation

Case management

Multitasking

Attention to detail

Education

Paralegal education or equivalent

Tools

CRM software

Case management system

Job description

BAL is seeking a motivated Tier 2 Specialist to resolve complex foreign national inquiries using our media and client platforms. You will collaborate with the CX and legal teams to deliver high-quality, compliant client experiences while handling a high-volume workload and maintaining accurate case documentation.

The role emphasizes proactive communication, adherence to procedures, and ongoing improvements to processes and platforms relevant to immigration casework.