• Job Description

  Req#: TEAML003183

  About Us

  CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,600 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 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.

  We commit to delivering a superior service experience to our clients on each and every engagement.

  Opportunity at CIBT:

  We have exciting opportunities at CIBT. We value our employees and prioritize their career growth and development. As part of our team, you will work with world-class visa and immigration experts. You will learn in a dynamic, collaborative, and complex global environment, using industry-leading technology solutions. Our profound commitment to ethics, compliance, and diversity, along with our respect for one another, are key to our strength and success.

  POSITION SUMMARY

  The purpose of the team leader role is to assist the Operation Manager in the running of day to day process. The team leader has an active role in managing the distribution of work across the passport and visa consultants. The team leader provides first level support to passport and visa consultants handling questions, guiding them on processes and participating in training & development. Team Lead will help manage escalations and processing work. Team Lead will report to the Operation Manager

  RESPONSIBILITIES:

  • Perform opening and closing procedures as directed by management
  • Adherence to deadlines; achieve client request by dates and hit internally defined timeframe intervals for workflow
  • Responsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitors consultants’ daily workload.
  • Reviews/prepares various passport and visa applications and supporting documents to be submitted to various embassies/consular offices and the US State Department according to their standards.
  • Ensures that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients.
  • Maintain deep content knowledge on all aspects of CIBT’s business process to complete orders, and maximize systems capabilities
  • Supports accounts management staff to find resolutions to client concerns
  • Open and process files in accordance with duties outlined in the Passport and Visa Consultant job description
  • Updating daily rejections assessing training gaps and feeding back to staff in a positive manor for improvement.
  • Collectively manage the distribution of daily work assignments based on staffing on hand
  • Provides training assistance and guidance to new team members
  • Ensure consultants comply to the Foreign Corrupt Practices Act and CIBT’s Consulate Compliance Policy
  • Other duties as assigned by management.

  REQUIREMENTS:

  • 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.
  • 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; analyze information and apply expertise and provide solutions.
  • Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role.
  • Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.

  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: analyzing, 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 relationship, 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.

• About the company

  CIBT is committed to remaining the fastest, easiest, and most secure way to obtain travel visas and passports.

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