Visa Processing Agent

Position Summary:

Our Visa Processing Agents are responsible for providing best-in-class service to our customers through tailored solutions that meet specific customer needs. Our Agent plays a vital role in guiding our clients through the process, driving customer satisfaction and acting as brand ambassadors.

Duties and Responsibilities:

• Provides a high level of service to customers; provides detailed information on available services that align with requirements, assisting the customer in making informed decisions. Analyzes customer requests and makes recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base.
• Takes ownership of process and proactively communicates with customer; resolves issues; adapts communication method to align with customer needs, works collaboratively across departments in order to instill customer confidence and build loyalty. Proactively engages with customers, providing updates, following up, and informing them of any status changes.
• Stays abreast of all product/service enhancements, system updates, and changes to requirements; become specialized in Visa and Passport processing; maximizing efficiencies and productivity.
• Understands travel document requirements; utilizes tools and resources to ensure efficient and timely processing. Promotes best practices and quality control, follows policies and procedures, and upholds standards of work to ensure compliance.
• Maintains customer records in proprietary database, utilizing system functionality to ensure accurate submission of data that maximizes productivity. Monitors own work and maintains updated customer profile through timely submission of notes, support documentation, and communications.
• Provides customer service and uses sales techniques to retain customers; educates customers about added-value products that may benefit them.
• Excels in a fast-paced, dynamic work environment. Perform multiple tasks and navigate systems simultaneously.
• Represents our values and high level of professionalism through consistently adhering to CIBT’s Customer Commitment, Standards of Work, teamwork and strives to meet department and personal performance measures.
• Other duties as assigned.

Competencies:

• The following competencies have been identified as critical for success in the role and will be referred to during the assessment, feedback, and evaluation process.
• Teamwork: working with people.
• Communication: presenting and communicating information
• Problem solving: analysing, writing and reporting, suggesting resolutions, understanding client’s needs.
• Organizing and Executing: delivering results and meeting customer expectations, planning and organizing.
• Initiative: taking ownership of customer relationships, seeking information, taking timely action.
• Adapting and Coping: adapting and responding to change, coping with pressures and setbacks.
• Expertise: learning our systems, products and process, staying abreast of regulatory changes.

Education / Training and Experience:

• BA/BS or Associates Degree and two years’ experience or equivalent combination.
• Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations, and foreign language.

Knowledge, Skills, Abilities:

• Fluent in English with strong communication and interpersonal skills: clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner without jargon or complicated language. Highly desirable: fluency in second language.
• Excellent organizational and time management skills: adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and self-edit.
• Ability to problem solve; analyse information and apply expertise and provide solutions.
• Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role.
• Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.

Working Conditions

• Office environment: exposure to computer screens, working closely with others in an open office environment.

Physical Demands:

• Visual acuity; ability to view computer screen for full shift, approximately eight hours
• Sitting for extended period of time
• Manual dexterity for operating a computer, keyboard and mouse
• Speaking for operating a phone with ability to convey detailed information accurately and clearly
• Walking (15% of the day)
• Light lifting (no more than 25 pounds)

This position description reflects management’s assignment of essential functions; nothing in this description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.

Compensation & Benefits:

• Hourly Rate: $24 - $25 (depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors)
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Accounts and Health Savings Account
• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Company Paid Holidays and Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Travel Assistance Services
• Legal and Identity Theft Protection Plans
• Commuter Benefit Subsidy
• Employee Recognition Programs
• Referral Bonus Opportunities

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at View email address on aiapply.co