Visa Consultant

About the Role

The Visa Consultant position involves delivering an exceptional level of service to clients by managing their travel document needs. The consultant is expected not only to fulfill but also to surpass customer expectations, ensuring all travel documentation procedures are thoroughly understood and future planning is efficiently handled.

Team Purpose

The Processing & Premium Service team focuses on upholding CIBT's pledge to outstanding customer satisfaction and operational excellence. This team is dedicated to overseeing the entire visa application process, providing personalized communication to clients throughout every stage.

Primary Duties

• Review customer order forms to ensure accuracy of submitted documents before submission.
• Create or activate customer orders in the INON system.
• Resolve issues related to incomplete form data proactively.
• Communicate potential issues that could affect meeting deadlines to customers.
• Keep clients updated via phone and email as necessary.
• Document all processes accurately within INON.
• Verify that delivery methods align with customers' required dates.
• Manage rejected embassy submissions by contacting customers and resubmitting applications.
• Prepare comprehensive and organized applications for submission, including complex multi-visa requests.
• Coordinate with the despatch team to arrange and manage couriers timely and within budget.
• Archive and file completed applications as required.
• Address basic billing inquiries.
• Stay current on business changes impacting service quality.
• Collaborate with Customer Contact team for swift problem resolution.
• Inform team leadership of changes in requirements.
• Use Genie “follow-up” reports to anticipate potential problems.
• Manage public mailboxes and phone lines as needed.
• Adhere to internal workflow timeframes and maintain service quality standards.
• Perform additional duties as assigned.

Additional Responsibilities

Due to the small team environment and fluctuating workloads, the role holder must be willing to cooperate closely with colleagues and assist others as needed to complete all tasks effectively.

Required Competencies

• Excellent time management skills.
• Clear and precise communication both verbally and in writing.
• Strong organizational abilities.
• Innovative problem-solving skills.
• Ability to work independently.
• Meticulous attention to detail.
• Customer-focused mindset.
• Willingness to accept supervision and follow instructions.
• Respect for diversity.
• Flexibility to handle job-related pressures.
• Commitment to outstanding customer service.
• Adaptability and teamwork spirit.

Position Context

• This role functions as an individual contributor and reports directly to the Service Delivery Supervisor.
• It requires coordination with various teams involved in service delivery.
• Collaboration with the Executive Service & Guided Entry Department and other groups is essential.
• The role is a key member of a small team focused on delivering excellent service.

Authority and Autonomy

The Visa Consultant is empowered to solve problems independently in ways that best meet customer needs.

About CIBT

CIBT is a renowned global provider specializing in immigration and visa solutions for both corporations and individuals. Operating in 25 countries with over 30 years of experience, CIBT works with numerous elite corporations, including most of the Fortune 500. The company delivers services through two key brands: Newland Chase, which provides global immigration strategy and advisory services for corporate clients, and CIBTvisas, which is a leader in business and travel visa services for corporate and individual clients. CIBT leverages its global knowledge network to assist organizations and travelers with complex travel and immigration requirements efficiently and securely.

Equal Employment Opportunity

CIBT fosters a diverse, equitable, and inclusive workplace, ensuring all employees and candidates are treated with fairness and dignity. Equal employment opportunities are guaranteed regardless of personal characteristics protected by local laws. Reasonable workplace accommodations are provided during recruitment and employment processes for individuals with disabilities or accessibility needs.