Legalization Consultant

Position Overview

Our highly skilled and motivated Specialists act as consultants, tailoring our products and services to the needs of the traveler to ensure their travel experience exceeds all their needs and expectations. Our Specialists will be the face of CIBT to our customers, acting as ambassadors of the brand by delivering service excellence. They have the ability to excite our customers and deliver on the CIBT commitment.

Our Legalization Consultants provide a superior class of service which includes the consultation and complete handling of travel document needs for clients seeking this level of service. The ideal candidate for this position will have exceptional customer service, time management, organizational and problem solving skills. The Legalization Consultant provides an important role with interface between the customers and company, and for this reason CIBT seeks out people who come across in a friendly and professional manner.

They must possess excellent verbal and written communication with a strong aptitude for following up with clients to resolve issues. The position requires the ability to work independently but also be a valued team member. This position is responsible for ensuring consistent client satisfaction through excellent service. The Legalization Consultant is responsible for completing training and development courses within CIBT and is expected to be flexible and adjust to changes in operational and client service needs.

The Legalization Consultant will, with the help of the office leaders, develop, foster and maintain a customer‑centric culture at CIBT and will work to build a sense of pride and strong morale within the team.

• Analyzes customer legalization requests to provide clear direction to fulfill requests. Includes but not limited to understanding steps that need to be taken to legalize/authenticate different document types. Ability to review Trade Documents to secure Certificate of Origin along with others
• Provides the highest level of service to customers; provides detailed information on available services that align with requirements, assisting the customer in making informed decisions.
• Maintains deep content knowledge on all aspects of CIBT’s business process to complete orders, systems capabilities and CIBT policies and procedures
• Adheres to office process flows that ensuring maximum efficiencies and productivity
• Oversees and manages passport logistics for CIBT to ensure correct submission, collection, Quality Control and return of client’s documentation
• Ensures the cash flow process is correctly reconciled and all submissions and collections are accounted for
• Maintains performance standards to ensure quality service and optimal performance. Quantitative metrics will include, but are not limited to number of orders completed, number of orders drafted
• Ensures that all files are reviewed and despatch arrangements finalized (drafted) for the following working day
• Be flexible in shift rotation to create a true sense of team work
• Work closely with other areas across the business, to support ongoing improvements and provide input into strategic and tactical plans that enhance, expand and improve our overall customer service and the quality of CIBT Visas’ offering
• To undertake all other reasonable duties as requested by the Team Lead, Director
• Ensure that all required documents are returned to the applicant in accordance with their date required
• Stays abreast of all product/service enhancements, system updates, and changes to requirements; become specialized in the Legal process; maximizing efficiencies and productivity.
• To work with professionalism, honesty and integrity maintaining confidentiality
• To treat people fairly, with respect, impartially and consistency

The following competencies have been identified as critical for success in the role and will be referred to during assessment, feedback and evaluation process.

• Working with people
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Coping with pressures and setbacks
• Adhering to principles and values

• Proven excellent…