Visa Application Centre – Client Service Assistant

The International Organization for Migration in Kingston is seeking a suitably qualified individual for the following position. VISA APPLICATION CENTRE – CLIENT SERVICE ASSISTANT

The Incumbent will provide administrative support for the Visa Application Centre in Kingston operated by IOM. Salary: G4 S1 (UN salary scale) Role Requirements:

I.                    Provide client service excellence to applicants at all times, in full compliance with the Statement of Work (SOW) and the Service Standards.

II.                  Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone, fax, e-mail, chat and SMS inquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services including but not limited to Self-Service and Assisted Data Entry services. Informing clients of any changes to visa requirements or submission procedures

III.                Assist in the collection and forwarding of complete applications as per checklists, including biometrics collection: provide guidance to clients on the proper completion of application forms, while reviewing and collecting same applications along with any supporting / additional documents, as required; record, dispatch and follow up on applications and passports; arrange appointments for visa applicants who require interview, as required

IV.                Collection of Fees: Where required, collect the applicable visa fee(s) and IOM service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting same; Safe keeping of all applications, supporting documentation and fees collected and responsible for office keys.

V.                  Data Capture; Assist in maintaining a high degree of skill in using the software platform provided; enter all applicant data, enrol biometrics as required, submit application documents in the required order, while forwarding all applicant, passport and appointment information to the U.K. government; ensure accurate tracking of both applications and supporting documents via the software’s bar code scanning system.

VI.                Assist in collecting processed applications; returning processed applications, passports and supporting documentation.

VII.              Reporting: Assist in maintaining accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily.

VIII.            Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global United Kingdom Visa and Immigration (UKVI) and U.K. government staff locally.

IX.                There may be a requirement to travel and operate any of our Temporary Enrolment Locations in the Caribbean which may require transit through the United States.

Technical competencies:      

·         Outstanding oral, written and interpersonal communication skills      

·         Excellent organizational skills      

·         Excellent problem resolution skills      

·         Excellent customer service skills      

·         Ability to work with minimal supervision, to multi-task and cope with changing priorities       Ability to maintain a high degree of confidentiality      

·         Sound integrity and judgement.

Qualifications and Experience:  
   

·         University degree or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training and experience.      

·         Minimum 3 years of relevant professional experience in a similar setting and capacity preferred; Demonstrated ability to maintain accuracy and confidentiality in performing responsibilities.

Applications should be submitted via email, no later than Sunday 19 June 2016 to: IOMKingston@iom.int indicating the position you are applying for in the subject line.

We thank all applicants for your expressions of interest, however, only short listed candidates will be contacted.