Client Experience Tier 2 Specialist

Who we are: 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

Typically requires 1+ year(s) of U.S. corporate immigration experience.
Bachelor’s Degree, or equivalent experience; 1-year law-related experience under licensed attorney; or, PL certificate from ABA approved program
Proven ability to thrive in a high-volume, fast-paced environment.
Demonstrates sound judgement and decision-making skills.
Self-motivated with the ability to work independently and manage priorities effectively.
Strong attention to detail, organizational skills, and the ability to follow structured processes.
Understanding of escalation procedures and structured escalation paths.
Empathy, active listening skills, and a service-oriented mindset.
Ability to multitask while maintaining professionalism and accuracy.
Clear and professional verbal and written communication skills.
Comfortable with repetitive tasks and sustained engagement across communication channels.
Proficient in using communication technologies (email, chat, ticketing systems); experience with omni-channel platforms preferred but not required.

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.