Visa and Passport Specialist

Position Overview:

Our Visa and Passport Specialists are responsible for providing best-in-class service to our customers through tailored solutions that meet specific customer needs. Our Specialists play 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 customers; 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 CIBTs 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 clients 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 managements assignment of essential functions; nothing in this description restricts managements right to assign or reassign duties and responsibilities to this position at any time.

About us:

At CIBT we thrive in an environment where collaboration and teamwork are valued. We elevate each other and obsess about doing the right thing for our teammates and our clients. We serve with integrity and expertise providing a superior experience to our clients with each and every engagement. We recognize the value of diversity in creating a unique and rewarding culture that not only reflects our global footprint but the clients we serve.

Required Experience:

Unclear Seniority