Visa Ops Team Lead: Training & Escalations

CIBT; Washington (District of Columbia); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan with Company 
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Paid Time Off

Paid Holidays

Parental Leave

Travel Assistance

Commuter Benefit Subsidy

Job summary

CIBT is seeking a Team Lead to assist the Operation Manager and Director in day-to-day workflows at a client site in Washington, DC. You will oversee workload distribution among consultants, provide first-level support, and guide process adherence.

The role includes training responsibilities, escalation management, and ensuring compliance with policies. Strong English communication and organizational skills are essential; Spanish is a plus.

Qualifications

• BA/BS or Associate's Degree and two years' experience or equivalent.
• Strong written and verbal communication skills in English; second language is a plus.
• Ability to manage multiple tasks, meet deadlines and adapt to changing priorities.

Responsibilities

• Perform opening and closing procedures as directed by management.
• Adherence to deadlines; achieve client requests by dates and hit internal timeframes.
• Responsible for handling higher level and more complex client files; assist in assigning files to consultants; monitor workload.
• Prepare applications and supporting documents for embassies/consular offices and the US State Department.
• Ensure consultants provide quality customer service; investigate and resolve problems escalated by consultants/clients.
• Maintain deep knowledge of CIBT's processes to complete orders and maximize systems capabilities.
• Support accounts management to resolve client concerns.
• Open and process files in line with Passport and Visa Consultant duties.
• Update daily rejections, identify training gaps, provide feedback for improvement.
• Distribute daily work assignments based on staffing on hand.
• Provide training assistance to new team members.
• Ensure compliance with Foreign Corrupt Practices Act and CIBT policies.
• Perform other duties as assigned by management.

Skills

Teamwork

Communication

Problem Solving

Organizing & Executing

Initiative

Adaptability

Fluent English

Spanish language (preferred)

Education

BA/BS or Associates Degree

Tools

Microsoft Office

Job description

CIBT is seeking a Team Lead to assist the Operation Manager and Director in day-to-day workflows at a client site in Washington, DC. You will oversee workload distribution among consultants, provide first-level support, and guide process adherence.

The role includes training responsibilities, escalation management, and ensuring compliance with policies. Strong English communication and organizational skills are essential; Spanish is a plus.