Position Overview
The Enquiries Desk Coordinator’s role is critical to the operations and delivery of immigration services to our clients. This role would suit someone whose core skills lie in attention to detail, co-ordination, following mandatory requirements accurately. Provides support to the global and local immigration teams by way of the distribution of Enquiries, reporting to the Functional Manager – Immigration Support.
Duties and Responsibilities
Responsibilities include (but are not limited to):
- Manage the first triage of enquiries by verifying the authenticity of requests, eliminating spam, logging enquiries into Immigo, responding to unqualified enquiries, and routing qualified enquiries to the appropriate Newland Chase office.
- Review and assess requests received globally, ensuring compliance with mandatory requirements, client-specific instructions, and internal protocols.
- Create applicant profiles and immigration cases in Immigo and access internal and external portals to retrieve information where required.
- Review, validate, and store supporting documents in the appropriate system and dedicated folders.
- Distribute initiation requests accurately and within agreed SLAs, adhering to client-specific, cross-country, and internal processes.
- Ensure all enquiries activities are completed accurately, efficiently, and in accordance with established quality standards.
- Drive Process Improvement:
- Identifies opportunities for improving processes.
- Adheres to organizational expectations; creates objectives that align with SLA’s and KPI’s
- Adhere To Company Policies:
- Leads by example and complies with the company code of conduct and policies. Ensures consistency in adhering to company policies and procedures, uniformly and without exception.
- Maintains a culture of accountability through clear expectations and performance management.
- Teamwork:
- Maintains a level of engagement and learning with team members resulting in enhanced performance.
- Coaches and develops new hires (if required). Mentors new hires to elevate their skills and expertise
Education and Qualifications (E = Essential | D = Desirable)
- Graduate level degree or equivalent (E)
- Results oriented and operates with a strong level of accountability
- Strong Excel skills & a proven love of and aptitude for technology (E)
- High standards and integrity coupled with excellent attention to detail and organisational skills (E)
- Proficiency/fluency of English language, spoken and written.
- Strong focus with exceptional interpersonal and communication skills; proactive approach to addressing and communicating issues, providing feedback and solutions.
- Ability to be flexible with scheduling based on business needs.
- Excellent time management and planning skills required (E)
- Immigration case management/immigration support experience (1-2 years) (D)
- Exceptional problem solving and analytical skills within a fast-paced environment with competing demands (E)
- Communicates both verbally and in writing clearly and accurately and adheres to client and firm confidentiality and privacy (E)
- Ability to work independently, as a member of a team and under supervision(E)
- Able to demonstrate a positive and flexible attitude to work, particularly new initiatives (E)
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:
- Presenting and communicating Information
- Data analysis and reporting
- Attention to detail
- Learning and researching
- Achieving personal work goals and objectives
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 [email protected] (mailto:[email protected]).
