Tier 2 Client Experience Specialist – Contract

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BAL

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1980

⚖️ Jurídico

📋 Conformidade

☁️ SaaS

Legal • Compliance • SaaS

A BAL é uma empresa de imigração corporativa baseada nos EUA (Berry Appleman & Leiden) focada exclusivamente em direito e serviços de imigração para empregadores. A empresa prepara e envia petições de visto, gerencia programas de imigração e conformidade (incluindo o Formulário I-9 e o E-Verify), oferece orientação estratégica sobre mudanças nos negócios relacionadas à imigração e disponibiliza uma plataforma de tecnologia proprietária de gerenciamento de casos. A BAL atende clientes multinacionais por meio de práticas especializadas (por exemplo, agricultura, esportes e entretenimento), opera globalmente com escritórios e parceiros em rede, e oferece benchmarking de associação, eventos e acompanhamento de políticas para profissionais de imigração.

Descrição

• Resolve nuanced or sensitive foreign national inquiries independently across multiple channels • Provide guidance on complex inquiries using immigration and client-specific communication protocols • Escalate inquiries appropriately using sound judgment • Partner with the CX department, legal team members, and internal stakeholders • Champion best practices for the omni-channel communications platform and support team adoption • Monitor conversations and provide feedback for continuous improvement • Identify inquiry trends and share insights to inform training, process improvements, and platform enhancements • Support onboarding and development of new team members • Meet SLAs and KPIs for response times, quality, and satisfaction • Maintain current knowledge of immigration law, firm policies, and client-specific procedures • Document client interactions and manage multiple active matters or conversations • Occasionally travel within the region and to other locations as required

🎯 Requisitos

• Bachelor's degree, OR a combination of education and experience demonstrating readiness for the role • Minimum 1 year of paralegal-level experience performing U.S. business immigration casework • Experience preparing filings, managing case workflows, collecting documentation, tracking deadlines, and following regulatory or compliance-driven processes • Minimum 1 year of direct client communication experience • Experience communicating with Global Mobility program owners, HR/People teams, foreign nationals, and dependents • Experience in a structured, high-volume, fast-paced environment while managing multiple active matters or conversations • Comfort communicating through email, chat, or ticketing systems • Ability to follow standardized workflows, scripts, templates, and escalation procedures • Experience documenting interactions in a CRM, case management system, or similar platform • Clear, professional written and verbal communication • Ability to work independently and manage priorities • Strong attention to detail and organizational skills • Judgment, problem-solving, and decision-making aligned with compliance-driven work • Ability to manage competing priorities while maintaining accuracy and professionalism • Empathy, active listening, and a service-oriented mindset • Understanding of escalation pathways and decision points • Extensive relevant business immigration experience may substitute for a degree • Ability to work at a computer keyboard for extended periods • Ability to perform office administrative activities and lift or move up to 25 pounds occasionally • Regular and on-time attendance • Ability to prioritize, schedule, and complete testing for multiple applications with overlapping schedules • Creativity and flexibility • Ability to work more than 40 hours per week when needed • Occasional travel by aircraft, motor vehicle, or similar conventional means

🏖️ Benefícios

• Discretionary annual bonus • Medical insurance • Dental insurance • Vision insurance • Disability insurance • Life insurance • Sick time • Unlimited vacation • 401(k) with company match • Supportive, team-oriented culture • Professional growth and development opportunities • Collaborative and inclusive work environment