Escalation Attorney

Job Overview A law firm seeks an experienced Escalation Attorney in Miami Beach, Florida. This role is pivotal in managing high-pressure client interactions, ensuring escalated client and customer service calls are handled with professionalism, empathy, and integrity. The attorney will serve as a key legal communication resource for clients requiring additional support during their immigration matters. Duties Handle escalated client and customer service calls with professionalism and empathy. Conduct client calls to address questions, concerns, or escalated matter. De-escalate sensitive client situations while maintaining trust and professional boundaries. Communicate clearly with clients regarding immigration processes and case expectations. Provide attorney-level communication during difficult client conversations. Maintain accurate notes of escalated communications for internal visibility. Use immigration law experience to communicate appropriately with clients. Explain complex immigration information clearly, especially for Spanish-speaking clients. Recognize urgent legal issues and route them to the appropriate team. Stay informed on immigration law changes impacting client communication. Provide timely responses to internal team inquiries related to escalated communications. Partner with internal teams to ensure consistent handling of client concerns. Identify and share feedback on recurring client concerns or communication gaps. Support a client-focused experience with care and accountability. Requirements Juris Doctor (JD) degree or Master of Laws (LLM) from an accredited law school. Active Bar license in good standing in any U.S. state. Prior attorney experience in immigration law required. Experience in general immigration, family-based, and humanitarian petitions required. Removal defense experience required. Experience with initial filings for T visas, U visas, and VAWA required. Fluency in Spanish required. Strong communication skills in English and Spanish. Excellent emotional intelligence and ability to handle high-pressure situations. Strong judgment, discretion, and client-service orientation. Excellent time management and attention to detail. Flexibility and adaptability with work schedules. Exceptional computer skills and ability to learn new software quickly. Education Juris Doctor (JD) degree or Master of Laws (LLM) from an accredited law school. Certifications Active Bar license in good standing in any U.S. state. Skills Exceptional emotional intelligence and de-escalation skills. Strong verbal communication and active listening skills. Excellent judgment and professional discretion. Client-focused approach with a commitment to high-quality service. Ability to work under pressure in a fast-paced environment. High ethical standards and professional integrity. Ability to communicate with empathy while maintaining clear expectations. Strong collaboration skills for routing concerns to internal teams. Benefits Comprehensive Health, Gap, Dental, Vision, Life, Short Term and Long Term Insurances. 401(k) plan with 6% company match. Generous Paid Time Off policy plus additional Rewarded Time Off. Work From Home options, if approved by leadership. Flexible start times with options between 8:00am and 10:00am. #J-18808-Ljbffr BCG Attorney Search