Visa Support Specialist

Position Overview

As a member of the Service Delivery Support team, you will directly support our global CIBTvisa operations, providing timely and accurate administrative and client support in order to meet internal metrics and deliver on our customer commitment. You will be directly responsible for supporting E-Visas, Form Fill/Doc Prep, Photo Editing and other related Service Delivery functions.

You will have a commitment to following standards of work, ensuring a consistent and compliant experience for our clients and internal constituents, meeting the outlined deliverables within the Service Level Agreement (SLA). In addition, you will work collaboratively across departments and within your designated team, responding to business demands.

This position requires that the candidate must have previous visa experience of a minimum of 2 years . This is a 24/5 operation and will require the selected candidate to work in rotational shifts.

Duties and Responsibilities

Customer Commitment

• Provide courteous and professional service to clients • Respond to emails within SLA and in a timely and professional manner • Send documents, order forms and associated instructions to clients • Provide clear and direct guidance to customer inquiries • Handle and resolve customer email requests • Provide status checks based on client requests

Quality Focus

• Adhere to standards of work, policies, service best practices and security protocols • Ensure the appropriate handling of documents • Review and correct own work; request assistance as needed • Document and update system records, using technology efficiently • Provide clear and concise information on all active files

Results Oriented

• Provide consistent service to both internal clients and service delivery teams • Maintain knowledge of expected KPI's and work towards successful accomplishment • Keep self-informed and educated on all changes in business that impact quality of service provided

Teamwork and Collaboration

• Collaborate with colleagues across departments • Adapt to changing business needs • Assist others as needed • Maintain standards of conduct

Organizational Knowledge

• Research required information using available resources • Maintain knowledge of products and services • Process research on visa requirements