Tier 2-Client Experience Specialist (Remote - Contract)
Remote · United States
Job Summary
Tier 2 Specialist role focused on resolving complex foreign national inquiries using an omni-channel platform within BAL’s immigration practice. Responsibilities include independently managing nuanced inquiries, partnering with CX and legal teams, leading platform usage improvements, monitoring conversations for quality, identifying trends to inform training and process enhancements, and supporting onboarding and knowledge sharing. The position requires advanced understanding of immigration-related client protocols, ability to meet SLAs and KPIs, and a commitment to client-centered service. The role supports operation in a global, diverse client base and includes collaboration with internal stakeholders to drive efficiencies and technology adoption. A Bachelor's degree or equivalent experience and at least one year of paralegal level immigration casework and direct client communication experience are required.
Required Qualifications
- Bachelor's degree OR equivalent combination of education and experience demonstrating readiness for the role
- Minimum 1 year of paralegal level immigration casework experience
- Minimum 1 year of direct client communication experience (written channels: email, chat, tickets)
- Experience in high volume, fast-paced environments while managing multiple matters/conversations
- Ability to follow standardized workflows, scripts, templates, and escalation procedures
- Experience documenting interactions in a CRM/case management system
- Strong written and verbal communication skills; professional demeanor
- Self-motivation and ability to work independently; prioritization skills
- Attention to detail and organizational skills; ability to follow structured processes
- Judgment, problem solving, and decision making aligned with compliance-driven work
- Empathy, active listening, and service-oriented mindset
- Understanding of escalation pathways and appropriate routing of matters
- Equivalent blend of education and experience acceptable
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