Client Tier 2 Specialist

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

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.

OVERVIEW:
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.

PRIMARY 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.

QUALIFICATIONS:

• 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…