Visa Officer

● Assist with updates to the client’s website as needed and directed by the Task Order Manager.
● Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
● Ensure that email templates or canned responses are up to date and accurate.
● Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
● Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
● Manage the IVR and the recordings in place.
● Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.
● Ensure coordination on an as-needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
● Provide training to staff on appointment functionality i n Atlas.
● Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
● Monitor document delivery incidents and ensure timely reporting on resolution.
● Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
● Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
● Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
● Daily reconciliation of amounts swept versus receipts created.
● Conduct onsite audits where feasible to ensure fee collection operations are beio Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
● Duily reconciliation of amounts swept versus receipts created.
● Moonitor greeter services.
● Ensure that the appropriate number of greeters are present as required.
● Ensure that greeters are properly dressed as stipulated in the parent contract.
● Serve as a greeter to meet applicants for appointments when needed.
● Communicate daily via email or teleconference with the Task Order Manager.
● Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.
● Monitor Service Level Agreements or SLA metrics and report issues.
● Draft meeting minutes covering every phone or in person conference held with service vendors or personnels.
● Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of fraud prevention plan.

• Professional Experience

o Three to five years of relevant professional experience required.
o Experience in client relations and customer service management.
o Call center experience valued.
o Experience in drafting concise written reports.
o Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).