CVAC Client Service Assistant
Position Summary Expectations - Duties, Responsibilities
Open to Internal and External Candidates
Classification: General Service Staff, Grade G4
Type of Appointment: Special short- term graded, 6 months contract with possibility of extension
Estimated Start Date: As soon as possible
Context:
IOM will be providing administrative visa-related services through the Canada Visa Application Centre (CVAC), aimed at making the visa application process timelier and more convenient.
Under the overall direction of the Chief of Mission (CoM) and the direct supervision of the CVAC Team Assistant, the Incumbent will provide administrative support for the VAC operated by IOM; particularly the CVAC Client Service Assistant will:
- Core Functions / Responsibilities:
- Always provide client services to applicants, in full compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service standards.
- Assist in providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services.
- Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete.
- Input visa application data: maintain an expert user level with the provided application management software, ensure quality check of collected data and generated invoices; accuracy of the tracking of passports and documents; scanning and quality check of supporting documents.
- Collect visa and service fees; review correctness of payment and charge against the application management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of cash.
- Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to VAC Team Assistant in quality check.
- Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the IRCC specified visa offices; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier.
- Inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement.
- Compliance with IOM Staff Rules and Regulations and with all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM Information Security Policy”.
- Perform any other related duties that may be assigned by the Team Assistant or VAC Management.
- Education
- High school diploma with four years of relevant experience; or,
- University degree in the above fields with two years of relevant professional experience.
- Experience
- Experience in managing a team.
- Experience in migrant-related programs OR visa related services.
- Experience in customer service; and,
- Experience in liaising with governmental and diplomatic authorities and national and international institutions.
- Excellent knowledge of English; excellent computer skills, especially in Word & Excel; strong interpersonal & intercultural skills; excellent Customer Service Relations skills; excellent presentation.
- Languages
- Fluency in English and Khmer is required. Other relevant languages are an advantage.
- Required Competencies
- Values
- Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
- Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
- Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
- Core Competencies – behavioural indicators level 1
- Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
- Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
- Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
- Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
- Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.
