Client Experience Tier 2 Specialist

BAL•Richardson, TX

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 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.

Requirements

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.

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.