Role Description Utilizes working knowledge and skills to serve as a trusted advisor ensuring end user customer satisfaction in the onboarding process of system set up for the IT organization. Identifies and reports issues within the end user customer onboard process and recommends process enhancements based on customer experience. - Responsible for ensuring a positive customer experience for end users in the onboarding process of system set up for the IT organization including hardware, application access, identification and networks. - Orders equipment, software, IDs, entitlements for resource onboarding assets. - Acts as a resource to all IT new hires and their leadership team for questions and supplies necessary resources required to successfully onboard. - Partners closely with talent acquisition teams to anticipate needs and ensure proper system access for new hires, rehires and contingent workers. - Coordinates with hiring managers and suppliers for new hire support. - Responds effectively to employees and contractors to coordinate and handle post onboarding needs. - Manages and responds timely to regular inquiries from IT teams. - Provides efficient resolutions to unforeseen issues such as lost access and licensing restrictions. - Regularly assesses systems and recommends program changes and enhancements to drive efficiency and process improvement. - Serves as a first respondent to system issues and gaps in applications and tools. - Collaborates with peer partners to ensure governance, standardization and change management controls are in place. - Regularly utilizes Quickbase application to maintain data, generate work, develop reports and identify issues for further handling. - Adapts quickly and responds appropriately to changing environment relating to unexpected change requests, migrations and/or software updates. - Provides strong collaboration with internal teams and participates on new initiatives, enhancements and/or projects to better understand technical needs and access requests to ensure success. - Collaborates regularly with Finance to validate necessary information to ensure accurate billing to suppliers, impacting licensing and contractors. Benefits - A competitive salary and performance-based bonuses. - Comprehensive benefits package. - Flexible work arrangements (remote and/or office-based). - Dynamic and inclusive work culture within a globally renowned group. - Private Health Insurance. - Paid Time Off. - Training & Development opportunities in partnership with renowned companies.

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.