Escalation Attorney

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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 matters.
• 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.

Company info

BCG Attorney Search
801 Brickell Avenue, Suite 900
Miami
Florida
United States 33131
Phone : (305) 570-3575
Fax : (213) 895-7306