Visa Consultant

CIBTvisas, Inc; Singapore; Hybrid; SGD 47,000 - 78,000; Full time

Job summary

CIBTvisas, Inc is seeking a dedicated Visa Consultant to manage end-to-end travel document applications. You will review orders, prepare submissions in INON, and communicate with clients to ensure timely processing.

The role requires strong organizational skills, attention to detail, and a proactive approach to solving problems. You will collaborate with multiple teams to ensure high-quality service delivery across all cases.

Qualifications

• Experience in visa/document handling is preferred.

Responsibilities

• Review orders and assess submitted documents for accuracy.
• Create customer order in INON.
• Identify potential issues causing delays and inform customers.
• Communicate with customers via phone and email.
• Document all work in INON.
• Ensure delivery method matches Date Required.
• Re-lodge submissions for rejected embassies.
• Prepare and submit applications to Manifest/Despatch.
• Coordinate with despatch team to book/cancel couriers.
• Archive closed files.
• Answer basic billing questions.
• Stay informed on business changes affecting service quality.
• Collaborate with Customer Contact team for quick resolutions.
• Notify Team lead/Country Manager of changes in requirements.
• Review Genie follow-up reports to identify problems.
• Manage public mailboxes and phone lines.
• Maintain defined timeframes for workflow.
• Maintain performance standards.

Skills

Clear communication

Strong organisational skills

Problem solving

Independent work

Attention to detail

Customer centric

Teamwork

Flexibility

Tools

INON

Manifest/Despatch

Genie follow-up reports

Job description

TheVisaConsultantis responsible forensuringa superior class of service is delivered which includes the consultation and complete handling of travel documents needed for our clients seeking a superior level of service. TheVisaConsultantneeds to not only meet but exceed our customers’ expectations and provide the services they need.

The role mustmaintainan understanding of all procedures to secure travel documents along with the ability to organise and plan for the future.

Purpose of the Team:

The Processing & Premium Service team supports CIBT’s commitment to exceptional customer service satisfaction and operational excellence by providing a dedicated specialist to manage the entire application process from start to finish and keeping the client informed with personalized updates every step of the way.

Duties:

• Prep submission by reviewing customer order form and assessing accuracy ofsubmitteddocuments
• Activate orCreatethe customer order in INON
• Work proactively toidentifyand communicate to customer any potential issues that would prohibit CIBT from meeting their Date Required
• Utilise phone and e-mail communications to keep customers informed whererequired
• Ensure all work is properly documented in INON
• Ensure that delivery method selected is consistent with customer Date Required
• Handle all rejected embassy submissions by re-contacting customer and re-lodging work
• Provide a complete andwell organizedapplication for submission to Manifest/Despatch team.This includes the submission of multi-visa requests.
• Work collaborative with the despatch team to ensure couriers are booked and cancelledin a timely mannerand withinappropriate pricingstructure
• 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
• AdviseTeam lead&CountryManagerof any learned changes in requirements
• Review Genie“follow-up’ reports to proactivelyidentifypotential problems
• Managepublicmailboxes& phonelines
• Maintain theagreed internallydefinedtimeframeintervals forwork flow
• Maintain performance standards to ensure quality service andoptimalperformance

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 whenrequired.

• Clear and concise communication skills- for both oral and written interactions
• Strong organisational skills
• Creativity in problem solving
• Ability to work independently
• Strong attention to detail
• Customer centric
• Ability to accept supervision and follow directions
• Respect fordiversity
• Flexibility and tolerance for job pressures
• Teamwork orientation

Position in the organisation:

• Individual contributor, directly accountable to theService Delivery Supervisor
• Liaises with all other teams involved in the delivery process
• Works collaboratively withall oftheExecutive Service &Guided EntryDepartmentand other teams
• Member of a small teamdirectly responsiblefor service delivery excellence

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.

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 [e-mail] .