Visa Support Associate (Korean Visa Application Centre)

Job Description

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. 

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.

Organizational Context and Scope

In support of the Embassy and Consulate of the Republic of Korea (ROK) in Berlin, Germany, IOM will provide administrative visa-related services through one of nine Visa Application Centres in Europe, aimed at making the visa application process more timely and convenient.

Under the overall supervision of the Chief of Mission in Germany and the direct supervision of the KVAC Team Leader in Berlin, Germany, the incumbent will provide administrative support for the day-to-day operations of the KVAC operated by IOM.

Responsibilities

1. Provide client service excellence to applicants at all times, in full compliance with the Korean Ministry of Justice regulations and service standards.

2. Assist in providing information to applicants, including distributing forms and checklists, providing accurate and timely replies to applicants’ enquiries by phone, email, chat and in person, and providing  assistance and guidance on value-added services.

3. Assist in collecting visa applications and sorting documents, including verifying the completeness and correctness of visa application forms, checking the completeness of supporting documents, including remotely, sorting documents using the relevant checklist, and assisting applicants when documents are incomplete.

4. Input visa application data, maintain expert user-level knowledge of IOM’s VAPS application management software, ensure quality checks of collected data and generated invoices, accurately track passports and documents through the barcode method, and scan and quality-check supporting documents.

5. Verify visa and service fees, including the correctness of payments and change against the VAPS application management software; issue invoices; perform daily reconciliation of collected fees and invoices; and securely store petty cash.

6. Assist with reporting services, including generating daily reports and conducting quality checks of collected applications and fees; preparing  daily reports for the contact centre, including received calls, call-backs and missed calls; and  assisting the KVAC Team Leader with quality checks.

7. Support the delivery and collection of applications and passports, including the secure transfer of visa applications and passports to and from the Korean visa office; sorting and counting applications and passports; securely returning passports to applicants; and delivering items to couriers.

8. Maintain a professional appearance and demonstrate a migrant-friendly demeanour at all times.

9. Immediately inform management of any problems or issues related to daily work, security, systems and software, or complaints, and make recommendations for improvement.

10. Perform any other related duties as may be assigned by the team leaders or KVAC management.

Qualifications

Required Qualifications and Experience

Education

• Bachelor’s degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution with two years of relevant professional experience;

  or

• High school diploma from an accredited academic institution with four years of relevant professional experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in customer service is required.
• Experience in migrant-related programmes or visa-related services is a strong advantage.
• Working and living experience in the Republic of Korea is an advantage.
   

Skills

• Knowledge of visa application processes and client service standards.

• Ability to provide accurate and timely information to applicants in person, by phone, email and chat.

• Ability to review, verify and sort application forms and supporting documents with attention to detail.

• Ability to use application management software and maintain accurate data and document tracking.

• Ability to reconcile fees, invoices and petty cash accurately and securely.

• Ability to maintain professionalism, confidentiality and a migrant-friendly approach in all interactions.

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For this position, fluency in Korean and English is required (oral and written). Working knowledge of German is a strong advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.

• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 1

• 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 actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

Please refer to this link for guidance on IOM Job Category.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

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