Job Description
Position Overview:
We are looking for a Visa Operations Coordinator (Documents & Field Support) based in Canberra to manage the handling, tracking, and submission of visa applications, passports, and supporting documents. This role includes administrative tasks, document processing, courier coordination, and communication with clients and external partners. The position involves document collection, embassy submissions, and regular consulate visits, requiring a hands-on and proactive approach. You will track packages, prepare documentation, coordinate deliveries, and liaise with embassies, consulates, and courier services while supporting internal teams. This role suits someone organized, detail-oriented, and comfortable working in a fast-paced environment.
Purpose of the Team:
The Processing / Despatch team supports CIBT’s commitment to customer satisfaction and operational excellence by providing flawless support to the fulfilment of visa requests.
Purpose of this Job:
The processing consultant and despatch agent is responsible for the receipt and safe storage of visa applications from customers and couriers, also for keeping track of the incoming and outgoing packages with the log sheets provided.
To Despatch and coordinate all deliveries to and from CIBT Sydney Office, this includes Embassy work, Secure Mail, National Deliveries, Overnights. Responsible for the submission and retrieval of all documents and passports at the diplomatic missions.
The consultant will review the order form and request and ensure the necessary documents are obtained from the traveller for submission to the relevant Consulate in order to ensure that the Required By date is met.
In addition to the above mentioned responsibilities, the consultant is also responsible for other ad hoc assignments or duties related to CIBT’s visa processing business, as assigned by the Operations Manager.
Duties:
Complete a daily morning consulate run and on occasions cover our other Consular Liaison. Must hold current driver’s license and have own vehicle.
Prepare submission by reviewing customer order form and assessing accuracy of submitted documents
Resolve incomplete data on forms
Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Request By date
Utilise phone and e-mail communications to keep customers informed where required
Ensure all work is properly documented in appropriate systems
Ensure that delivery method selected is consistent with customer Requested by date
Handle all rejected embassy submissions by re-contacting customer and re-lodging work
Provide a complete and well organized packet for submission to Manifest/Despatch team. This includes the submission of multiple-visa requests.
Archive/file closed files as directed
Answer basic billing questions
Keep self-informed and educated on all changes in business that impact quality of service provided
Work collaboratively with the Customer Contact team to assure clients of quick resolution
Advise management of any learned changes in requirements
Arranging couriers – drop offs and pick ups
Assisting despatch with updating of sheets and matching of passports
Close files as directed
Organise the original documents file and ensure all original documents are sent back to the clients.
Carry out end of day tasks
Manage recon file and float, including printing of cheques, preparation of payments to Diplomatic Missions, banking and post office runs
Other responsibilities:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, until the work is finished and contribute to helping other team members with tasks when required.
Key Role Competencies:
Strong customer focus as the “face of the business”
Excellent time-management skills
Clear and concise communication skills- for both oral and written interactions
Strong organizational skills
Creativity in problem solving
Ability to work independently
Attention to detail
Customer centric
Ability to accept supervision and follow directions
Adaptability
Respect for Diversity
Position in the organisation:
Individual contributor, directly accountable to the ACT Operations Manager
Member of a small team directly responsible for service delivery excellence
Liaises with all other teams involved in the delivery process
Dimensions and limits of authority
Exercises autonomy in problem solving to achieve customer needs
About Us
CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,400 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies.
CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients. CIBTvisas is the leading global travel visa service with unrivaled capability to obtain business and other travel visas for corporations and individuals worldwide in a fast, convenient and secure manner.
