Onsite Coordinator

Position Overview

This role requires a self‑motivated and disciplined individual who can work independently with indirect supervision. The ideal candidate is highly skilled in customer service, with a flexible and adaptable approach, and able to resolve issues in a professional and timely manner while balancing both client and CIBT interests.

The role involves maintaining full alignment with CIBT policies and procedures while adhering to the culture of the on‑site client. It is responsible for providing accurate information on visa and passport requirements to all employees of the on‑site client.

This position also manages the end‑to‑end visa and passport application process, from identifying visa needs through to completion. This includes collecting required documentation from travelers and submitting applications to the relevant consulates, ensuring all client deadlines are met.

In addition, the role supports clients in resolving visa processing challenges by developing and implementing effective solutions and may take on other ad hoc tasks related to CIBT’s visa processing operations as assigned by the manager.

• Represent CIBT in a professional manner.
• Responsible for the entire process of obtaining visas and passports for employees within the On‑Site company.
• Whenever possible, notify staff within On‑Site of any learned changes in consulate closings and/or relevant requirements.
• Responsible for putting together all documents required for obtaining necessary visas.
• Depending upon the On‑Site company’s needs, be responsible for writing business cover letters for travelers and obtaining the appropriate On‑Site company’s manager signatures, for the On‑Site company’s employees.
• Advise the traveler in a timely manner if there are any problems with their documentation.
• Review the agent action list and the critical file list daily to ensure all itineraries are kept current and all necessary actions are completed.
• Ensure that all required travel documents are returned to the traveler in accordance with their need date.
• Ensure all itineraries are billed correctly.
• Invoice itineraries.
• Update traveler profiles.
• Provide accurate information for all visa and passport information requests.
• Take passport photos, as required by the On‑Site company.
• Answer incoming calls in a timely and courteous manner.
• Return phone calls in a timely manner.
• Reply to emails in a timely manner.
• Advise supervisor of any learned changes in requirements.
• Maintain communication with the operations office to which they report, inclusive of the operations manager, backup agents and liaisons.
• Train and keep up to date, the CIBT operations backup employee for the On‑Site.
• Communicate with the operations office, any visa and passport needs of the On‑Site.
• Adhere to the standards of work policies and procedures.
• Ensure compliance to CIBT policy and ethics.
• Maintaining a professional and mutually beneficial relationship with operations staff.
• Other job duties as assigned by management.

• Attendance – ability of the employee to meet the published CIBT attendance policy.
• Productivity – ability of the employee to meet the established metric of files properly opened per hour.
• Quality – ability of the employee to attain the established quality metric.
• Customer Interaction – ability of the employee to attain quality metric on customer interactions.

• Customer Service Skills.
• Responsiveness to internal customers.
• Consultative Skills.

• Communication must be clear and grammatically correct in both written and verbal communication.
• Organizational skills.
• Time management skills and ability to meet deadlines.
• Attention to detail and proactive solutions to problems.
• Ability to accept supervision and follow directions.
• Ability to work well as a member of the team.
• Ability to work independently.
• Ability to multi‑task.
• Ability to remain cool under pressure and adapt to situations.
• Compliance to standards of work.
• Overall can do attitude.

• Directly accountable to operations’ team leaders, managers,…