• Bilingual Call Analyst

    Posted Date 4 months ago(7/1/2019 12:18 PM)
    Job ID
    US-CA-Laguna Niguel
    Clearance Required
    Other Clearance
  • Position Description

    XLA is looking for several Bilingual Call Analysts to support our Government Client in Laguna Niguel, CA.


    Responsibilities are as follows:

    • Responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines
    • Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders
    • Quickly establishes rapport with callers, asks probing questions to identify concerns, and applies knowledge of immigration enforcement/detention to assess caller concerns
    • Responsible for making database and manual queries related to individuals in detention or other persons in immigration proceedings
    • Logs relevant call information into a web-based case management system, or any other IT systems used
    • Works cases to be referred to an Officer/Agent, field offices, or headquarter offices for follow-up review and action


    • Four (4) years of experience preferred
    • Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) - Spanish and English is required!
    • Excellent reading comprehension, writing and communication skills
    • Ability to work independently and to manage and prioritize multiple work assignments
    • Ability to review A-files and other immigration enforcement documentation, and perform detailed analytical and research support services
    • Must successfully pass a skills assessment and a typing test

    Other Requirements:

    • Experience in utilizing DHS and legacy INS databases desirable
    • Law enforcement experience or experience in interpreting and applying immigration law is preferred

    Education Requirements:


    Bachelor's Degree and two (2) years of related experience;

    Associates Degree with three (3) years of related experience; or

    Five (5) years of related experience with high school diploma


    Clearance Requirements:


    The ability to obtain and maintain a DHS ICE Public Trust




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