Visa Consultant

CIBT•,

8h•$23 - $26•Remote

About The Position

CIBT is hiring a dedicated Key Strategic Client – AMR Visa Consultant to support applicants based across the Americas with visa and travel-document requirements for global travel. The Consultant provides high-touch, white-glove service to VIP clients, acts as a brand ambassador, and works with visa and immigration experts in a collaborative global environment using industry-leading technology. The role manages cases from initial assessment through completion, advises customers on requirements and travel needs, communicates proactively, resolves issues, and coordinates with internal teams. The Consultant is expected to deliver accurate, timely, compliant service while maintaining customer satisfaction and data integrity. Performance is evaluated using quantitative measures such as completed orders, downgraded orders, and client satisfaction scores. The position is suited to an organized, detail-oriented, self-motivated person who can multitask, communicate clearly across groups, and adapt to a changing travel-services environment. A dedicated, distraction-free home office or similar workspace is required. The role involves viewing a computer screen for approximately eight hours per shift, sitting for extended periods, using a computer, keyboard and mouse, and speaking by phone to convey detailed information.

Requirements

At least three years of experience in client-facing travel, hospitality, or embassy/consulate relations is highly desirable.
Demonstrated experience managing urgent, sensitive, or time-critical cases and coordinating escalations involving multiple stakeholders.
A dedicated home office or similar distraction-free working space is required; prior work-from-home experience is not required.
Proficiency with computer software, including Microsoft Office Suite, aptitude for learning new programs, and commitment to data integrity.
Ability to handle high volumes of work while maintaining excellent attention to detail.
Ability to remain calm, organized, and professional when supporting travelers in stressful or sensitive situations.
Strong client-service mentality and excellent stakeholder-management skills.
Ability to handle complaints, provide appropriate solutions, and follow up to resolve customer issues.
Fluency in written and spoken English.

Nice To Haves

Prior travel or immigration industry experience.
Additional language skills.

Responsibilities

Manage end-to-end visa and travel-document requirements for applicants based across the Americas, including assessing requirements, coordinating applications, monitoring cases, and supporting travelers through completion.
Assess requirements based on travelers’ nationality, country of residence, destination, and purpose of travel, using relevant tools and resources to support accurate, compliant, and timely processing.
Analyze customer requests and recommend solutions based on specific travel needs while setting realistic expectations.
Own cases from start to finish, communicate proactively with customers, resolve issues, adapt communication to customer needs, and collaborate across departments to build customer confidence and loyalty.
Engage with customers through updates, follow-ups, and notifications of status changes.
Meet performance measures that may include orders completed, orders downgraded, and client satisfaction scores.
Use tools and resources to ensure efficient and timely processing of travel documents.
Promote best practices and quality control, follow policies and procedures, and uphold compliance standards.
Work with other business areas to support improvements and contribute to strategic and tactical plans that enhance customer service and the quality of CIBT’s offerings.
Handle personal, corporate, and sensitive information in accordance with applicable legislation and CIBT requirements for privacy, confidentiality, information security, and records management.
Perform other duties as assigned.