Client Experience Strategist

Who we are: BAL • Richardson, TX

2d

About The Position

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 Client Experience Strategist to act as a Subject Matter Expert with extensive experience in effectively communicating with Foreign Nationals regarding their immigration experiences with BAL. The ideal candidate will possess a deep understanding of when to engage attorneys or other crucial stakeholders within the firm while being an omni comms solution champion and supporting ongoing pilot projects to enhance operational models and technology adoption.

Requirements

• Bachelor's degree in Communications, Business Administration, or a related field.
• 2 years’ experience in leveraging technology communication platforms experiences within a legal or professional services setting.
• 2 years’ immigration and/or relevant industry experience
• Strong knowledge of when to escalate issues to attorneys or other critical stakeholders.
• Strong customer-centric mindset as it relates to communications by channel, response times, workflow experiences, etc.
• Exceptional communication, problem-solving, and multitasking abilities.

Nice To Haves

• Advanced degree preferred.
• Proficiency in Intercom or other omni channel communication technologies preferred.

Responsibilities

• Omni Comms Support and Project Work: Act as an omni comms champion, providing support, training, and initial setup for teams.
• Assist and collaborate with team members assigned to specific client accounts in learning omni channel communication technologies and best practices.
• Identify and flag items that require the attention of leadership, attorneys, practice support, or other relevant stakeholders.
• Contribute to projects focused on optimizing the use of omni comms technology, including participation in audits, cleanups, insights & reporting, and mitigation efforts.
• Support for Ongoing and Future Pilots: Refine responsibilities for CX Specialists based on pilot objectives.
• Document modified workflows and share insights with stakeholder groups.
• Participate in gathering lessons learned, findings, and recommendations to enhance operational efficiencies.
• Conversational View Support: Respond to FN inquiries following the Comms Directory guidance leveraging macros, recommended templates, tags, etc. where applicable.
• Escalate substantive, legal strategy, and case-specific inquiries to corresponding contacts within the legal team.
• Monitor Intercom traffic and response performance for client accounts.
• Assist in creating and distributing client-specific reporting as needed.
• Provide feedback and recommendations to improve Omni Channel Communications adoption across BAL.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level