Visa Support Assistant (KVAC)

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration.

In support of the Embassy and Consulate of the Republic of Korea (ROK) in Berlin, Germany, IOM will be providing administrative visa-related services among Korea Visa Application Centres (KVAC) in Europe, aimed at making the visa application process more timely and convenient. Under the overall supervision of IOM London, UK Project Coordinator and operational supervision of the KVAC Team Leader in Berlin, Germany, the Incumbent will provide administrative support for day-to-day operations of the KVAC operated by IOM.

• Provide dignified, service excellence to visa applicants in strict compliance with the requirements and service standards of the Government of ROK.
• Verify the identity of visa applicants and delegates in strict compliance with the required procedures of the Government of ROK.
• Provide visa applicants with accurate and timely information to include distribution of relevant forms and checklists; provision of information in the local language to visa applicants and delegates in person, as well as via phone and email and offer and assist with value added services, as requested.
• Assist in collecting visa applications and sorting the required documentation.
• Ensure the completeness and correctness of visa application forms, conduct completeness check of supporting documentation and sort documents according to the relevant checklists while guiding applicants on how to acquire any missing documents.
• Input accurate visa application data into the IOM case management system and the ROK visa portal.
• Generate receipts and invoices, carefully track passports and documentation via QR and/or barcode scans and quality check supporting documentation.
• Verify correct payment of all fees and accurate issuance of invoices.
• Conduct a daily reconciliation of collected fees and invoices while ensuring secure storage of petty cash, if any.
• Conduct document verification of the assigned visa application cases and report on the findings, in strict compliance with the requirements and regulations of ROK Government and Embassy.
• Assist in the preparation and distribution of timely and accurate reports to management.
• Conduct regular quality checks of collected applications and fees and generate daily reports for received calls, call-backs and missed calls.
• Manage application and passport logistics in close coordination with the designated courier company, facilitating the secure transfer of visa applications and passports.
• Ensure proper sorting and counting of applications and passports and accurate handover and receipt from the designated courier company.
• Develop and maintain an expertise in use of all ICT solutions, including the IOM case management system, the ROK visa portal, the appointment scheduling system and the passport tracking module.
• Immediately inform management of any problems or issues related to daily operations, security issues, systems and software issues and beneficiary feedback and make recommendations for improvement.
• Perform any other related duties that may be assigned by the team leaders or programme management.

• University degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution and two years of relevant professional experience; or, High school degree with four years of relevant professional experience.
• Experience in migrant-related programmes OR visa related services; Experience in customer service. Experience in administration.
• Fluency in English is required. Desirable: fluency in Korean.

• 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.
• 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.

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.