Visa Consultant

Position Overview:

The Visa Consultant is responsible for ensuring a superior class of service is delivered which includes the consultation and complete handling of travel documents needed for our clients seeking a superior level of service. The Visa Consultant needs to not only meet but exceed our customers' expectations and provide the services they need.   

The role must maintain an understanding of all procedures to secure travel documents along with the ability to organise and plan for the future.

Purpose of the Team:   

The Processing & Premium Service team supports CIBT's commitment to exceptional customer service satisfaction and operational excellence by providing a dedicated specialist to manage the entire application process from start to finish and keeping the client informed with personalized updates every step of the way.

Duties: 

• Prep submission by reviewing customer order form and assessing accuracy of submitted documents
• Activate or Create the customer order in INON
• Resolve incomplete data on forms
• Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Date Required
• Utilise phone and e-mail communications to keep customers informed where required
• Ensure all work is properly documented in INON 
• Ensure that delivery method selected is consistent with customer Date Required
• Handle all rejected embassy submissions by re-contacting customer and re-lodging work
• Provide a complete and well organized application for submission to Manifest/Despatch team.  This includes the submission of multi-visa requests.
• Work collaborative with the despatch team to ensure couriers are booked and cancelled in a timely manner and within appropriate pricing structure
• Archive/file closed files as directed
• Answer basic billing questions
• Keep self-informed and educated on all changes in business that impact quality of service provided
• Work collaboratively with the Customer Contact team to assure clients of quick resolution
• Advise Team lead & Country Manager of any learned changes in requirements
• Review Genie "follow-up' reports to proactively identify potential problems
• Manage public mailboxes & phonelines
• Maintain the agreed internally defined timeframe intervals for work flow
• Maintain performance standards to ensure quality service and optimal performance
• Additional activities as directed

Other responsibilities: 

CIBT is staffed by small teams and fluctuating demands.  Hence, it is essential that the role holder is prepared to work collaboratively with other staff, until the work is finished and contribute to helping other team members with tasks when required. 

Key Role Competencies:  

• Excellent time-management skills
• Clear and concise communication skills- for both oral and written interactions
• Strong organisational skills
• Creativity in problem solving
• Ability to work independently
• Strong attention to detail
• Customer centric
• Ability to accept supervision and follow directions
• Respect for diversity
• Flexibility and tolerance for job pressures
• Customer service excellence
• Adaptability
• Teamwork orientation

Position in the organisation: 

• Individual contributor, directly accountable to the Service Delivery Supervisor 
• Liaises with all other teams involved in the delivery process
• Works collaboratively with all of the Executive Service & Guided Entry Department and other teams
• Member of a small team directly responsible for service delivery excellence 

Dimensions and limits of authority 

• Exercises autonomy in problem solving to achieve customer needs 

About CIBT  

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,700 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 countries.  

With 30 years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies.  

CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients, and Blair Consular Services, operating for over 55 years, facilitates the procurement and certification of documentation.