Role Description 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 - Education: Bachelor's degree, OR a combination of education and experience that together demonstrates readiness for the role. - Required Experience: - Minimum 1 year of paralegal level experience performing U.S. business immigration casework, including preparing filings, managing case workflows, collecting documentation, tracking deadlines, and following regulatory or compliance driven processes. - Minimum 1 year of direct client communication experience, including responding to inquiries from Global Mobility program owners, HR/People teams, foreign nationals (FNs), and their dependents. - Experience supporting a structured, high volume, fast paced environment while managing multiple active matters or conversations simultaneously. - Demonstrated comfort communicating with clients or customers through written channels, such as email, chat, or ticketing systems. - Ability to follow standardized workflows, scripts, templates, and escalation procedures to resolve routine and moderately complex inquiries. - Experience accurately documenting interactions in a CRM, case management system, or similar platform. - Required Core Skills: - Clear, professional written and verbal communication. - Self-motivated with the ability to work independently and manage priorities. - Strong attention to detail, organizational skills, and the ability to follow structured, repeatable processes. - Demonstrated judgment, problem solving, and decision making aligned with compliance driven work. - Ability to manage competing priorities while maintaining accuracy and professionalism. - Demonstrated empathy, active listening, and a service-oriented mindset when interacting with clients and stakeholders. - Understanding of escalation pathways and appropriate decision points for routing matters to higher tiers. Benefits - Competitive pay and a discretionary annual bonus. - Outstanding benefits package including medical, dental, vision, disability, and life insurance. - Sick time and unlimited vacation. - 401(k) with company match. 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 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.

• Manage end-to-end client implementation: Oversee the full implementation process for new and existing clients, following established standards, project plans, and documentation to ensure a high level of success. • Support business process improvement: Provide guidance and best practice recommendations to clients during implementation to drive strong adoption and long-term success with our software. • Serve as the primary client contact: Act as the main point of contact for clients throughout implementation and for designated clients post-implementation. • Compile compliance reports: Regularly prepare and submit compliance reports to ensure adherence to internal policies and industry regulations. • Act as a trainer and coach: Serve as a knowledgeable resource for clients, providing ongoing training, support, and coaching to help them maximize the value of 700Credit products. • Resolve client issues: Analyze and resolve client concerns directly or assist in working through complex issues to ensure effective outcomes. • Assist in product launches: Support Affiliate and 700Credit product launches, including post-launch follow-up with clients and affiliates to evaluate and improve the customer experience. • Contribute to team success: Actively support all members of the Implementation team in a productive and constructive manner. • Track and document client communications: Accurately record all client interactions and communications to maintain clear and up-to-date records. • Communicate new product features: Keep clients informed of new product features and updates, ensuring they understand new capabilities and how to take advantage of them. • Provide exceptional customer service: Ensure a consistently high level of service is delivered to clients, maintaining satisfaction and long-term loyalty. • Generate cross-sell opportunities: Work closely with the sales team to identify and produce cross-sell opportunities that introduce additional products and services to existing clients.

• Manage end-to-end client implementation: Oversee the full implementation process for new and existing clients, following established standards, project plans, and documentation to ensure a high level of success. • Support business process improvement: Provide guidance and best practice recommendations to clients during implementation to drive strong adoption and long-term success with our software. • Serve as the primary client contact: Act as the main point of contact for clients throughout implementation and for designated clients post-implementation. • Compile compliance reports: Regularly prepare and submit compliance reports to ensure adherence to internal policies and industry regulations. • Act as a trainer and coach: Serve as a knowledgeable resource for clients, providing ongoing training, support, and coaching to help them maximize the value of 700Credit products. • Resolve client issues: Analyze and resolve client concerns directly or assist in working through complex issues to ensure effective outcomes. • Assist in product launches: Support Affiliate and 700Credit product launches, including post-launch follow-up with clients and affiliates to evaluate and improve the customer experience. • Contribute to team success: Actively support all members of the Implementation team in a productive and constructive manner. • Track and document client communications: Accurately record all client interactions and communications to maintain clear and up-to-date records. • Communicate new product features: Keep clients informed of new product features and updates, ensuring they understand new capabilities and how to take advantage of them. • Provide exceptional customer service: Ensure a consistently high level of service is delivered to clients, maintaining satisfaction and long-term loyalty. • Generate cross-sell opportunities: Work closely with the sales team to identify and produce cross-sell opportunities that introduce additional products and services to existing clients.

Role Description Wisdom is hiring a full-time Workforce Onboarding & Development Lead to join our operations team and play an impactful role in preparing new Revenue Specialists for success from day one. In this role, you'll own the onboarding journey for every new Revenue Specialist at Wisdom — guiding them through training, building their confidence across multiple practice management systems, and setting them up for strong first assignments. This is a full-time, fully remote role, reporting to the Billing Operations Workforce Manager. What You'll Do - Collaborate closely with the Billing Operations Hiring & Onboarding Manager to ensure the delivery of high-quality, consistent onboarding experiences. - Guide Revenue Specialists through the full onboarding process — from initial introduction to company policies, procedures, and culture, through to placement readiness. - Meet with new Revenue Specialists one-on-one to train, provide feedback, and check in on their progress, satisfaction, and engagement throughout onboarding. - Monitor Revenue Specialist progress during the onboarding period, highlighting strengths and identifying areas for growth with actionable, supportive feedback. - Design, update, and maintain training materials using tools such as Canva to ensure content is current, visually clear, and effective. - Identify training needs and skill gaps in new Revenue Specialists, and create relevant assignments to build their knowledge before they work directly with an office. - Manage onboarding administrative tasks including progress tracking and Google Workspace setup (Chat, Drive, Google Calendar, and related tools). - Assess work quality at key checkpoints to ensure Revenue Specialists meet Wisdom's standards before going live. - Identify opportunities to improve the onboarding process and partner with the broader team to implement changes that make onboarding even smoother. How We Measure Success in This Role - Onboarding timelines — Revenue Specialists are progressing through onboarding efficiently and reaching placement readiness within expected windows. - Candidate experience — New Revenue Specialists feel supported, informed, and confident throughout the onboarding journey, reflected in feedback and engagement check-ins. - Post-onboarding performance — Revenue Specialists are demonstrating strong quality of work and client satisfaction in their early assignments. - Program effectiveness — Onboarding materials, processes, and touchpoints are continuously improving based on outcomes, feedback, and identified gaps. Qualifications - At least 2 years of remote dental billing experience with a strong understanding of dental billing procedures and regulations. - Extensive working knowledge of multiple dental Practice Management Systems (PMS). - Strong technical proficiency with tools such as Canva for designing and updating training materials. - Excellent interpersonal and communication skills, with a natural ability to coach, encourage, and develop others. - Proven ability to work collaboratively with cross-functional teams. - Strong organizational and problem-solving abilities with a keen attention to detail. Company Description Wisdom blends industry expertise with advanced technology to make dental practices work better for everyone involved. We believe dentistry is about people, and we exist to make the future of dentistry stronger and more sustainable for dentists, their teams, and the patients they serve. We match administrative teams with expert billers and custom-built technology to take on the heavy lifting of dental billing while maximizing dentists’ time in-office, and their bottom line.