Onsite Coordinator

Position Overview

Our Onsite Coordinator is responsible for helping Onsite employees to successfully obtain a business visa, passport, and other travel documents. A key part of the role is to liaise directly with employees, understanding their situation and ensuring the appropriate solutions. Onsite Coordinators use their expertise to provide prompt, high quality tailored concierge advice and guidance based on individual needs and in a smooth and stress‑free manner.

This position requires a self‑motivated and self‑disciplined individual who has the ability to work on their own with indirect supervision. This position requires a person who is highly skilled in customer service techniques and who displays characteristics of being flexible and adaptable. This person must be able to resolve issues in a professional and expedient manner, while keeping both the interest of the client and the interest of CIBT in mind.

This person will maintain loyalty to CIBT’s policies and procedures while adhering to the culture of the Onsite client. This person is solely responsible for providing accurate information pertaining to visa and passport requirements to all employees of the Onsite client.

This position is responsible for managing the visa and passport application process, beginning with identifying the need for a visa and continuing through the entire application process. This application process entails collecting necessary documents from the traveler and submitting these documents to the relevant Consulate in order to ensure meeting the need date of the client. This position must also assist clients on visa processing “challenges” while creating and implementing solutions to overcome these “challenges”.

In addition to the above-mentioned responsibilities, this position is also responsible for other ad‑hoc assignments or duties related to CIBT’s visa processing business, as assigned by a manager.

• Represent CIBT in a professional manner.
• Adhere to strict Onsite SLAs for answering phone calls (30 seconds), replying to emails (24 hours), and reviewing trip approvals (1 hour).
• Responsible for the entire process of obtaining visas and passports for employees within the Onsite company.
• Responsible for providing accurate information and putting together all documents required for obtaining visas and passports.
• Advise the traveler in a timely manner if there are any problems with their documentation.
• Notify staff within Onsite of any learned changes in Consulate Closings and/or relevant requirements.
• 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.
• Take passport photos, as required by the Onsite company.
• 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 Onsite.
• Communicate with the Operations Office, any visa and passport needs of the Onsite.
• Adhere to the Standards of Work policies and procedures.
• Ensure compliance to CIBT policy and ethics.
• Maintain a professional and mutually beneficial relationship with Operations staff.
• Ability to provide support to Onsite company liaison in providing reports, projects and other related activities to ensure client satisfaction.
• Other job duties as assigned by management.

• High School Diploma required
• Prior travel industry experience is an asset but not required.
• Experience in client facing travel, hospitality, or embassy/consulate relations highly desirable.
• Previous high‑touch case management experience preferred.
• Responsiveness to Internal Clients is required.
• Proficiency with computer software (must be highly proficient with Outlook), aptitude for learning new programs and commitment to data integrity.
• Previous work from home experience is not required, but must have a home office or place to work without distractions when required.
• Must be able to…