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Client Service Assistant AN2018/001-PAC

Publicado el 9 de enero de 2018 por OIM

Fecha límite de inscripción: 15 de enero de 2018


Under the general oversight of the Immigration & Border Management (IBM) Division’s Facilitated Migration Services (FMS) Unit at HQ and reporting directly to the regional VAC Coordinator

programmatically and directly to the Chief of Mission administratively, the Incumbent will provide administrative support for the Visa Application Centres (VAC) in Panama operated by IOM.

Core Functions / Responsibilities:

·Take responsibility for the day to day running of both the UKVI VAC and Canadian VAC with priority to the former, which will include preparing appropriate paperwork and templates for our project team, arranging

IT configuration in conjunction with an appropriate expert (if not qualified), and any other reasonable requests relating to the running of the VAC.

·Provide client service excellence to applicants at all times, in full compliance with the Statement of Work (SOW) and the Service Standards.

·Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone, e-mail, chat and SMS 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 including

but not limited to Self-Service and Assisted Data Entry services. Informing clients of any changes to visa requirements or submission procedures.

·Assist in the collection and forwarding of complete applications as per checklists, including biometrics collection: 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; arrange appointments for visa applicants who require interview, as required.

·Collection of Fees: Where required, collect the applicable visa fee(s) and IOM service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting same; Safe keeping of all applications, supporting documentation

and fees collected and responsible for office keys;

·Data Capture; Assist in maintaining a high degree of skill in using the software platform provided; enter all applicant data, enroll biometrics as required, submit application documents in the required order, while forwarding

all applicant, passport and appointment information to host government; ensure accurate tracking of both applications and supporting documents via the 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;

·Assist in maintaining accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily;

·Maintain a professional appearance and migrant friendly demeanour at all times;

·Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and host government 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 IVSS/IBM Unit at HQ, the CoM/HoO and the regional Team Leader.

Required Qualifications and Experience


·University or equivalent degree in Business Management, Client Services, Social Science or related field, with at least two years of relevant work experience.


·High School Diploma with a minimum of four years of relevant work experience.


·Relevant professional experience in a similar setting & capacity preferred

·Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities;

·Excellent computer skills, especially in MS Office

·Strong interpersonal & intercultural skills with an attention to detail

·Team player

·Total integrity.



Fluency in Spanish and English.

Required Competencies



  • Accountability – Takes responsibility for meeting commitments and for any shortcomings
  • Client Orientation – Establishes and maintains effective working relationships with clients
  • Continuous Learning – Promotes continuous learning for self and others
  • Communication – Listens and communicates clearly, adapting delivery to the audience
  • Creativity and Initiative – Proactively develops new ways to resolve problems
  • Performance Management – Provides constructive feedback to colleagues
  • Planning and Organizing – Sets clear and achievable goals consistent with agreed priorities for self and others
  • Professionalism - Masters subject matter related to responsibilities
  • Teamwork –Actively contributes to an effective, collegial, and agreeable team environment
  • Technological Awareness - Learns about developments in available technology



·Works effectively in high-pressure, rapidly changing environments

·Coordinates actions with emergency response actors and making use of coordination structures

·Supports adequate levels of information sharing between internal units, cluster partners, IOM and other emergency response actors.


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

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


How to apply:

Interested candidates are invited to submit their applications via e-mail to, by January 15, 2018 at the latest, referring to this advertisement.

For further information, please refer to and

In order for an application to be considered valid, IOM only accepts documentation duly completed (resume and intention letter).

Only shortlisted candidates will be contacted.