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 so