Tier 2-Client Experience Specialist (Remote - Contract)

Description Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond. Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome. We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you! In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match. OVERVIEW: At BAL, we are committed to providing unparalleled services to our global, diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement. We are seeking a motivated and customer-focused Tier 2 Specialist. This individual will apply advanced understanding to resolve Foreign National inquiries using the technology solution that supports these interactions. The Tier 2 Specialist will play a critical role in resolving complex inquiries, engaging internal stakeholders, and supporting initiatives aimed at enhancing operational models, efficiencies, and technology adoption. This role requires a proactive communicator, a strategic thinker, and a champion of service excellence. PRIMARY RESPONSIBILITIES: Subject Matter Expertise: Knowledgeable of immigration and client-specific communication protocols to provide guidance on complex foreign national inquiries. Advanced Inquiry Resolution: Independently manage and resolve nuanced or sensitive inquiries across multiple channels, using sound judgement to escalate when appropriate. Stakeholder Collaboration: Partner closely with the broader CX department, legal team members, and other internal stakeholders to deliver seamless support. Platform Leadership: Champion best practices in using an omni channel communications platform, demonstrating advanced proficiency and supporting team adoption. Quality Assurance & Feedback Loop: Monitor conversations and provide feedback to drive continuous improvement opportunities. Trend Analysis: Identify patterns in inquiries and share insights with the broader CX department to inform training, process improvements, and platform enhancements. Training & Knowledge Sharing: Support onboarding and the development of new team members. Service Excellence: Consistently meet SLAs and KPIs for response times, quality and satisfaction while maintaining a professional, client-centric approach. Policy Awareness: Stay current on immigration law, firm policies, and client-specific procedures to ensure accurate and informed support. QUALIFICATIONS: Education: Bachelor's degree, OR A combination of education and experience that together demonstrates readiness for the role. Required Experience: 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. Required Core Skills: 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. Candidates may qualify through multiple pathways. Extensive, relevant business immigration experience may substitute for a degree. An equivalent blend of education and experience is also acceptable, provided the candidate can demonstrate proficiency in the required skills, responsibilities, and subject matter areas outlined above. WHY JOIN BAL: Opportunity to shape and innovate communication strategies in a leading global law firm. Collaborative and inclusive work environment fostering professional growth and development. Competitive compensation package and comprehensive benefits. BAL is an equal opportunity employer, committed to diversity and inclusion in the workplace. WORKING CONDITIONS: Able to sit and work at a computer keyboard for extended periods of time. Able to stoop, kneel, bend at the waist and reach on a daily basis. Able to perform general office administrative activities: copying, filing, delivering and using the telephone. Able to lift and move up to 25 pounds occasionally. Regular and on-time attendance. Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules. A certain degree of creativity and flexibility is required. Hours may exceed 40 hours per week. Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required. Note : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment. BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to [email protected].