Tier 2-Client Experience Specialist (Remote - Contract)
RemoteUnited States
Job Summary
Resolve complex foreign national inquiries using advanced understanding of immigration protocols and the firm's technology solution. Independently manage nuanced cases across multiple channels, applying sound judgment to escalate matters appropriately. Partner with the CX department, legal team, and internal stakeholders to deliver seamless support while championing best practices in omni-channel platform adoption. Monitor conversations for quality assurance, identify inquiry patterns for trend analysis, and share insights to drive training and process improvements. Support onboarding for new team members and consistently meet SLAs for response times and satisfaction. Stay current on immigration law and firm policies to ensure accurate, compliant support.
Required Qualifications
- Bachelor's degree
- 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
- 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
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