Tier 2 Client Experience Specialist – Contract

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🔥 10 hours ago

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BAL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

⚖️ Legal

📋 Compliance

☁️ SaaS

Legal • Compliance • SaaS

BAL is a U. S. -based corporate immigration firm (Berry Appleman & Leiden) focused exclusively on immigration law and services for employers. The firm prepares and files visa petitions, manages immigration programs and compliance (including Form I-9 and E-Verify), provides strategic guidance on immigration-related business changes, and offers a proprietary case‑management technology platform. BAL serves multinational clients through specialty practices (e. g. , agriculture, sports & entertainment), operates globally with offices and network partners, and delivers membership benchmarking, events, and policy tracking for immigration professionals.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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