CVAC Client Service Assistant (4 positions) – IOM Tunisia عودة إلى الفرص

Position Title: CVAC Client Service Assistant (4 positions)
Duty Station: Tunis, Tunisia
Classification: Ungraded
Type of Appointment: Special Short Term, six months with possibility of renewal
Estimated Start Date: ASAP
Reference Code: VATN2020-003

Organizational Context and Scope:

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Under the overall supervision and guidance of Chief of Mission in Tunisia, general oversight of the Immigration, Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ & Sub Regional Coordinator, and direct supervision of CVAC Team leader, the Incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM.

Core Functions / Responsibilities:

The successful candidate will be responsible for :

In particular he/she will:

• Provide client service excellence to applicants at all times, in full compliance with the CIC Statement of Work (SOW) and the CIC Service Standards.
• Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone and e-mail 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. Informing clients of any changes to visa requirements or submission procedures.
• Assist in the collection and forwarding of complete applications as per CIC checklists: 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.
• Collection of Fees: Where required, collect the applicable Canadian visa fee(s) and IOM service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting same;
• Data Capture and biometric enrollments; Assist in maintaining a high degree of skill in using the CANVAC software platform provided; enter all applicant data, submit application documents in the required order, while forwarding all applicant, passport and appointment information to CIC; ensure accurate tracking of both applications and supporting documents via the CANVAC software’s bar code scanning system;
• Returning of passports, supporting documentation and visa decisions: assist in collecting processed applications; returning processed applications, passports and supporting documentation;
• Maintain a professional appearance and migrant friendly demeanour at all times;
• Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally;
• Immediately inform management of any problems or issues related to her/his daily work and regularly make suggestions on how to improve efficiency and client service;
• Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality Agreement”, “IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”;
• Such other duties as may be assigned by the Chief, Financial Services in Manila, IVSS/IBM Unit at HQ, the team leader and the sub regional coordinator.

Required Competencies:

The incumbent is expected to demonstrate the following competencies:

Inclusion & respect for diversity:

• Respects and promotes individual and cultural differences.
• Encourages diversity and inclusion wherever possible.

Integrity & 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.

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.