Job Description

This role requires a self-motivated and disciplined individual who can work independently with indirect supervision. The ideal candidate is highly skilled in customer service, with a flexible and adaptable approach, and able to resolve issues in a professional and timely manner while balancing both client and CIBT interests.

The role involves maintaining full alignment with CIBT policies and procedures while adhering to the culture of the on-site client. It is responsible for providing accurate information on visa and passport requirements to all employees of the on-site client.

This position also manages the end-to-end visa and passport application process, from identifying visa needs through to completion. This includes collecting required documentation from travelers and submitting applications to the relevant Consulates, ensuring all client deadlines are met.

In addition, the role supports clients in resolving visa processing challenges by developing and implementing effective solutions and may take on other ad hoc tasks related to CIBT’s visa processing operations as assigned by the manager.

Specific Job Tasks

• Represent CIBT in a professional manner.
• Responsible for the entire process of obtaining visas and passports for employees within the On-Site company.
• Whenever possible, notify staff within On-Site of any learned changes in Consulate Closings and/or relevant requirements.
• Responsible for putting together all documents required for obtaining necessary visas.
• Depending upon the On-Site Company’s needs, be responsible for writing Business Cover Letters for travelers and obtaining the appropriate On-Site company’s manager signatures, for the On-Site company’s employees.
• Advise the traveler in a timely manner if there are any problems with their documentation.
• Review the Agent Action List and the Critical File List daily to ensure all itineraries are kept current and all necessary actions are completed.
• Ensure that all required travel documents are returned to the traveler in accordance with their need date.
• Ensure all itineraries are billed correctly.
• Invoice itineraries
• Update Traveler profiles.
• Provide accurate information for all visa and passport information requests.
• Take passport photos, as required by the On-Site company.
• Answer incoming calls in a timely and courteous manner.
• Return phone calls in a timely manner.
• Reply to emails in a timely manner.
• Advise Supervisor of any learned changes in requirements.
• Maintain communication with the Operations Office to which they report, inclusive of the Operations Manager, Backup Agents and Liaisons.
• Train and keep up to date, the CIBT Operations Backup employee for the On-Site.
• Communicate with the Operations Office, any visa and passport needs of the On-Site.
• Adhere to the Standards of Work policies and procedures
• Ensure compliance to CIBT policy and ethics.
• Maintaining a professional and mutually beneficial relationship with Operations staff.
• Other job duties as assigned by management.

Key Role Competencies:

Metric Criteria for Performance Management

• Attendance – ability of the employee to meet the published CIBT attendance policy
• Productivity – ability of the employee to meet the established metric of files properly opened per hour
• Quality – ability of the employee to attain the established quality metric
• Customer Interaction - ability of the employee to attain quality metric on customer interactions

Customer Service Based Job Responsibilities

• Customer Service Skills
• Responsiveness to internal customers
• Consultative Skills

Core Competencies for Performance Management

• Spanish language proficiency
• Communication must be clear and grammatically correct in both written and verbal communication
• Organizational skills
• Time management skills and ability to meet deadlines
• Attention to detail and proactive solutions to problems
• Ability to accept supervision and follow directions
• Ability to work well as a member of the team
• Ability to work independently
• Ability to multi-task
• Ability to remain cool under pressure and adapt to situations
• Compliance to Standards of Work
• Overall can do attitude

Position in the organization:

• Directly accountable to Operations’ Team Leaders, Managers, and/or Directors
• Works collaboratively with QC, Support and Liaison teams

Compensation & Benefits:

• Hourly Rate: $24 - $26 (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

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear.  Employee may be required to sit for extended periods of time to do their job. The employee is frequently required to stand, walk, bend, and use hands to type data, dial telephone and reach with hands and arms.  The employee may occasionally lift, pull, and/or move up to fifteen (15) lbs.  Specific vision abilities required by this job include close vision and the ability to adjust focus.

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 GlobalRecruiting@cibt.com