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 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])
