Client Experience Tier 2 Specialist

• →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.

• 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.

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.

• 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 Recruitment@BAL.com