Marija Jankovic Markovic

The Immigration Support Specialist works closely with the team to manage a high volume of visa cases across multiple countries. This role involves end-to-end case handling—from initiation to submission—while ensuring accuracy, timely delivery, and exceptional client service. Key responsibilities include advising clients, monitoring industry updates, managing documentation and data, and supporting billing processes. The position requires strong communication skills, attention to detail, and the ability to work efficiently under pressure, always maintaining strict compliance with regulations and company policies.

Duties And Responsibilities

• Work together with the team to support client
• Handling a high number of visa cases for assigned countries, including starting cases, reviewing them, giving advice on rules and procedures, preparing and submitting applications, tracking progress, and following up until completion.
• Listening actively to the client needs to ensure these are met and anticipating customer needs where possible, offering proactive advice.
• Keep up with important industry changes and help communicate with clients by sharing updates, forms, and collecting needed documents.
• Make sure questionnaires or drafts are completed on time according to Service Level Agreements
• Check data for mistakes, fix any issues
• Use the Authorization of Service Form and correct client info to match their passport and documents.
• Set up and maintain client records properly, saving all important documents in the secure database
• Check immigration documents (e.g. entry visa) for accuracy and upload them to the system
• Help with billing by checking invoices, be a point of contact for the billing process and support with reviews of reports/ errors as needed
• Maintain strict client confidentiality, ensuring secure document handling and protection of client Personal Identifiable Information (PII) and all other data
• Complete all work in strict compliance with law, regulations, and company policies, supporting CIBT’s and Newland Chase’s strong ethical culture

Direct communication with customers via phone , email, or chat to respond to the inquiries and provide assistance. Identifying and resolving technical issues or questions
from customers regarding products or services . Receiving and addressing customer complaints in a professional and efficient manner. Updating and maintaining accurate information in case tracking systems and recording customer interactions. Providing customers with information about products and services, including training on usage.
Collaborating with other departments to ensure efficient resolution of customer requests.
Effectively managing multiple calls or requests simultaneously while maintaining a high service reputation.