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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing immigration, visa services, and business travel processes while ensuring effective stakeholder communication and case management. Proficient in coordinating complex enquiries and maintaining high standards of documentation and reporting.
Highest-signal resume keywords
Immigration ManagementVisa Services CoordinationStakeholder ManagementCase ManagementProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Immigration ProcessesVisa DocumentationCorporate Document CoordinationNotarizationLegalizationCase Management SystemsTicketing PlatformsMicrosoft Office SuiteEnglish ProficiencyAdditional Language Skills
Soft Skills
Strong Attention to DetailOrganizational SkillsClient-Service MentalityJudgementAbility to Work Independently
Tools & Technologies
Microsoft OutlookMicrosoft TeamsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointFreshdesk
Industry Keywords
Global MobilityProfessional ServicesInternational Client SupportEscalation ProtocolsService Standards
About the role
Key responsibilities & impact- Act as a central operational contact between client stakeholders, travelling employees, CIBT teams and external providers
- Own assigned escalations and critical cases, ensuring proactive stakeholder management, risk mitigation and resolution within agreed service standards
- Manage Tier 2 immigration, visa and business-travel enquiries and escalations
- Coordinate actions across internal teams, client stakeholders and external providers, facilitating resolution or formal handover
- Assess the nature and urgency of incoming matters and coordinate the appropriate operational response
- Escalate legal, regulatory, security or other material risks to authorized stakeholders
- Coordinate collection, review and approval of corporate documentation required for visa and business-travel processes
- Coordinate document execution requirements, including authorized signatures, stamps, notarization and legalization
- Prepare and coordinate invitation letters, cover letters and other visa-supporting documentation
- Support immigration and business-travel assessments by coordinating visa requirements, permissible activities, documentation and processing timelines
- Monitor cases, deadlines, service levels and outstanding actions
- Maintain professional communication with client employees, stakeholders, CIBT teams and external providers
- Maintain complete and accurate case-management records
- Prepare structured handovers for unresolved matters
- Monitor service performance and support reporting on case volumes, response times, escalations, outcomes and recurring issues
- Identify service issues and process gaps and contribute to root-cause analysis and continuous improvement
- Follow standard operating procedures, client requirements, escalation protocols and information-security standards
- Cooperate with colleagues and stakeholders across regions and time zones, complete required training and perform related duties as assigned
Requirements
What you’ll need- Based in Serbia
- Typically three to five years of relevant experience in immigration, visa services, business travel, global mobility, professional services or a related international client-support environment
- Experience managing complex, urgent or sensitive enquiries and coordinating escalations involving multiple stakeholders
- Good understanding of business immigration, visa and international business-travel processes
- Experience coordinating corporate documents, approvals, supporting letters, notarization or legalization is an advantage
- Strong judgement, problem-solving and organizational skills
- Ability to manage multiple cases, deadlines and priorities
- Strong attention to detail and accuracy in documentation, case records, communication and reporting
- Strong client-service mentality and professional stakeholder-management skills
- Ability to work independently while cooperating effectively with colleagues and stakeholders across different countries, regions and time zones
- Ability to recognize matters outside the authority or expertise of the position and escalate them appropriately
- Excellent written and spoken English
- Additional language skills are an advantage
- Good working knowledge of Microsoft Outlook, Teams, Word, Excel and PowerPoint
- Experience using case-management, ticketing or client platforms such as Freshdesk is an advantage
- Ability and willingness to work Monday to Friday, 09:00–17:00 US Pacific Time
- Ability and willingness to work regular night hours between 22:00 and 02:00 Serbia time
- Ability and willingness to follow the applicable Americas operational holiday calendar
- A university degree or relevant professional qualification is preferred
- Equivalent combination of education and relevant professional experience may be considered
Benefits
Comp & perks- Periodic compensation reviews based on performance, development, market conditions, and business needs
- 23 days of annual leave annually, plus Serbian public holidays
- Private health, life, and accident insurance
- FitPass membership
- Employee referral bonus program
- Employee recognition program (Above and Beyond)
- Learning, development, and career growth opportunities within an international environment
- Complimentary office refreshments, coffee, and seasonal fruit
- Remote work after completion of applicable onboarding, training and probationary requirements
- Hybrid work model
- Office attendance may be required during training or where reasonably necessary for operational purposes