Tier 2 Client Experience Specialist – Contract

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BAL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

🤝 B2B

📋 Compliance

☁️ SaaS

B2B • 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

• Apply advanced understanding to resolve Foreign National inquiries using the technology solution that supports these interactions. • Play a critical role in resolving complex inquiries, engaging internal stakeholders, and supporting initiatives aimed at enhancing operational models, efficiencies, and technology adoption. • Knowledgeable of immigration and client-specific communication protocols to provide guidance on complex foreign national inquiries. • Independently manage and resolve nuanced or sensitive inquiries across multiple channels, using sound judgement to escalate when appropriate. • Partner closely with the broader CX department, legal team members, and other internal stakeholders to deliver seamless support. • Champion best practices in using an omni channel communications platform, demonstrating advanced proficiency and supporting team adoption. • Monitor conversations and provide feedback to drive continuous improvement opportunities. • Identify patterns in inquiries and share insights with the broader CX department to inform training, process improvements, and platform enhancements. • Support onboarding and the development of new team members. • Consistently meet SLAs and KPIs for response times, quality and satisfaction while maintaining a professional, client-centric approach. • Stay current on immigration law, firm policies, and client-specific procedures to ensure accurate and informed support.

🎯 Requirements

• Bachelor's degree, OR A combination of education and experience that together demonstrates readiness for the role • 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. • 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.

🏖️ Benefits

• medical • dental • vision • disability • life insurance • sick time • unlimited vacation • 401(k) with company match