Escalations Attorney

GF Immigration Law • Full-time • Miami, Florida, United States • $100k - $120k / year • 1d ago

Who We Are:

GF Immigration Law - Abogada Julia (GFI) is one of the largest humanitarian immigration law firms in the nation. We are committed to defending and aiding the undocumented community, focusing on individuals exploited in employment, by smugglers, and those who are victims of domestic violence and other crimes. Our mission-driven, client-centered approach integrates cutting-edge technology with advanced legal expertise and proprietary methods to secure legal status and pathways to residency for our clients.

Job Summary:

As an Escalation Attorney at GFI, your role is critical in supporting high-pressure client interactions and ensuring escalated client and customer service calls are handled with professionalism, empathy, integrity, and attorney-level judgment. This position serves as a key legal communication resource for clients who require additional support, clarification, reassurance, or de-escalation during the lifecycle of their immigration matters.

This role requires an experienced immigration attorney with strong removal defense knowledge, fluency in Spanish, experience with initial filings for T visas, U visas, and VAWA, and the emotional intelligence needed to manage complex and sensitive client conversations. This is not a junior attorney role. The ideal candidate must be able to remain calm under pressure, explain immigration-related information clearly, and support a client-centered experience while maintaining appropriate legal and ethical boundaries.

Key Responsibilities:

Client Escalations & Customer Service Calls:

Handle escalated client and customer service calls with professionalism, patience, empathy, and emotional intelligence.
Conduct client calls as needed regarding client questions, concerns, confusion, dissatisfaction, or escalated matters.
De-escalate sensitive, urgent, or high-pressure client situations while maintaining trust, confidence, and appropriate professional boundaries.
Communicate clearly with clients regarding immigration processes, general case posture, expectations, and next steps based on available case information.
Provide attorney-level communication during difficult client conversations involving removal defense matters, humanitarian immigration filings, case delays, client concerns, or complex client questions.
Ensure all escalated client conversations reflect the firm’s mission, client service standards, ethical obligations, and commitment to high-quality representation.
Maintain accurate notes or summaries of escalated communications when needed for internal visibility, continuity, and follow-up.

Immigration Knowledge & Client Communication:

Use immigration law experience to communicate appropriately with clients regarding removal defense, general immigration, family-based, and humanitarian immigration matters.
Explain complex immigration-related information in a clear and understandable way, especially for Spanish-speaking clients.
Apply sound judgment when responding to escalated concerns, especially where clients may be anxious, frustrated, confused, fearful, or emotionally distressed.
Recognize when a client concern raises a potential urgent legal or operational issue and route the matter to the appropriate internal team or leader.
Avoid providing unsupported case conclusions or strategy decisions outside the confirmed scope of the role.
Stay informed on immigration law, policy, and regulatory changes that may impact client communication and escalation handling.

Customer Service Support & Internal Coordination:

Provide timely responses to internal team inquiries related to escalated client communications and immigration-related client questions.
Partner with Customer Service, Case Management, Operations, and Legal teams as needed to ensure escalated client concerns are routed appropriately and handled with consistency.
Identify recurring client concerns, communication gaps, or escalation trends and share feedback with leadership when appropriate.
Provide feedback to help keep internal client communication resources and FAQs accurate and aligned with current immigration processes.
Support a client-focused experience by ensuring escalated conversations are handled with care, consistency, professionalism, and accountability.
Perform other duties as assigned to support the firm’s mission and client service standards.

Requirements and Skills:

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; this is not an entry-level or junior attorney role.
Experience in general immigration, family-based petitions, and humanitarian-based petitions required.
Removal defense experience required.
Experience with initial filings for T visas, U visas, and VAWA required.
Fluency in Spanish is required due to frequent client interactions.
Strong communication skills and proficiency in reading and speaking in both English and Spanish.
Excellent emotional intelligence, patience, and ability to handle high-pressure customer service and client escalation matters.
Strong judgment, discretion, professionalism, and client-service orientation.
Excellent time management and attention to detail.
Flexibility and adaptability with work schedules and client communication needs.
Exceptional computer skills and the ability to quickly learn new software applications.
Ability to explain complex immigration information clearly, calmly, and compassionately.

Core Competencies:

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 delivering high-quality service.
Ability to work under pressure and meet expectations in a fast-paced, high-volume environment.
High ethical standards and professional integrity.
Ability to communicate with empathy while maintaining clear expectations and boundaries.
Strong collaboration skills when routing concerns to internal teams.
Ability to remain calm and solutions-oriented during difficult conversations.

Job Type: Full-time

Schedule: Monday-Friday

Location: In office; Miami onsite

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, if applicable to the final posting.

Additional Benefits: