Position Overview
Visa Operations Coordinator (Documents & Field Support) based in Canberra to manage the handling, tracking, and submission of visa applications, passports, and supporting documents. The role includes administrative tasks, document processing, courier coordination, and communication with clients and external partners. It requires a hands‐on, proactive approach with a focus on accuracy and efficiency.
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 receipt and safe storage of visa applications, tracking of the incoming and outgoing packages and coordination of deliveries to and from the CIBT Sydney Office. This includes embassy work, secure mail, national deliveries, and overnights, as well as submission and retrieval of all documents and passports at the diplomatic missions.
Duties
* Complete a daily morning consulate run and, on occasions, cover other consular liaison duties. Must hold a current driver's licence and have own vehicle.
* Review customer order forms for accuracy, prepare submissions and ensure required documents are obtained from the traveller.
* Resolve incomplete data on forms and proactively communicate potential issues to customers.
* Utilise phone and e‐mail communications to keep customers informed where required.
* Document all work in appropriate systems.
* Select delivery methods that align with customers' required by dates.
* Handle rejected embassy submissions by re‐contacting customers and re‐lodging work.
* Provide a complete and well‐organised packet for submission to the manifest/despatch team, including multiple‐visa requests.
* Archive or file closed files as directed.
* Answer basic billing questions.
* Keep self‐informed and educated on all changes that impact service quality.
* Collaborate with the Customer Contact team to assure clients of quick resolution.
* Advise management of any changes in requirements.
* Arrange couriers for drop‐offs and pick‐ups.
* Assist 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
Work collaboratively with other staff to meet fluctuating demands and contribute to team 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.
* Solid organisational skills.
* Creativity in problem solving.
* Ability to work independently.
* Attention to detail.
* Customer‐centric mindset.
* 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.
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