Customer Experience – Tier 1

Overview

At BAL, we are committed to providing unparalleled services to our global and diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement.

We are seeking a Client Experience Specialist - Tier 1 to serve as the first point-of-contact for Foreign Nationals, providing timely guidance and support on immigration-related inquiries. This individual will play a key role in adopting and effectively using the technology solution that supports these interactions, while exercising sound judgement in engaging legal teams and other stakeholders when appropriate.

• Frontline Support:
  Provide high-quality service by responding to foreign national (FN) inquiries across multiple channels (email, chat, etc.) using established templates, macros, and tags.
• Issue Escalation:
  Identify and escalate substantive, legal, or complex inquiries to appropriate teams following defined protocols.
• Platform Utilization:
  Manage and monitor conversations through the technology solution, ensuring adherence to service standards and response time expectations.
• Team
  
  Collaboration:
  
  Partner closely with the Client Experience department and/or legal team members to deliver seamless support and enhance client satisfaction.
• Service Standards:
  Meet assigned service level agreements (SLAs) for response times while maintaining accuracy, professionalism, and a customer-centric approach.
• Proactive Communication:
  Communicate workload updates, trends, and potential issues to team members and leadership in a timely manner.
• Continuous Learning:
  Participate in ongoing trainings to stay current with platform enhancements, communication standards, and escalation procedures.
• Team Contribution:
  Foster a positive, collaborative work environment by sharing feedback and supporting platform improvement initiatives.

• High school diploma or associate’s degree required; bachelor’s degree preferred.
• 1+ years of customer service experience in any professional environment preferred (legal, immigration, technology, finance, healthcare, or related fields a plus).
• Comfortable using communication technologies (email, chat, ticketing systems); experience with omni-channel platforms preferred but not required.
• Understanding of escalation procedures and structured escalation paths.
• Strong attention to detail, organizational skills, and the ability to follow structured processes.
• Empathy, active listening skills, and a service-oriented mindset.
• Ability to multitask effectively in a fast-paced, evolving environment while maintaining a professional demeanor.
• Clear and professional verbal and written communication skills.

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritize, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

BAL is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency.

If your agency would like to be considered as a potential recruiting partner, please forward your contact information to