Client Experience Strategist

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 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.

Primary 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.

Qualifications

• Bachelor's degree in Communications, Business Administration, or a related field. Advanced degree preferred.
• 2 years’ experience in leveraging technology communication platforms experiences within a legal or professional services setting.
• 2 years’ immigration and/or relevant industry experience
• Proficiency in Intercom or other omni channel communication technologies preferred.
• 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.

Why Join Bal

• Opportunity to shape and innovate communication strategies in a leading global law firm.
• Collaborative and inclusive work environment fostering professional growth and development.
• Competitive compensation package and comprehensive benefits.
• BAL is an equal opportunity employer, committed to diversity and inclusion in the workplace.

Working Conditions

• 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 prioritized, 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.

Berry Appleman & Leiden 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. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to ***email_hidden***.