The Immigration Consultant will support Senior Consultants, Supervisors, and Managers in delivering immigration services at Fragomen, focusing on application preparation, client communication, and case management within Nomadic, a technology-driven solution for global business travel and visa processes. The role requires strong client service skills, adherence to SLAs, and collaboration within a remote team based in Istanbul, Turkey.
What You'll Do
- Manage a centralised mailbox receiving client queries and responding or redirecting to the relevant parties
- Adhere to Nomadic process flows to achieve maximum efficiency and productivity
- Ensure that all Service Level Agreement standards are met or exceeded
- Update and maintain applications within our technology platforms, ensuring all applications are processed within the required SLAs
- Answer directed calls and emails in a timely and professional manner, within the required SLA’s
- Provide accurate information to clients upon their visa request, with support
- Be able to identify service issues and escalate to Manager / Senior Consultant / Supervisor as appropriate
- Ensure that any cases allocated to them are invoiced in a timely manner
- Maintain deep content knowledge based on all aspects of Nomadic's business process to complete orders, systems capabilities and company policy and procedure
- Provide assistance, guidance and training to visa coordinators and other consultants as required by the Manager / Senior Consultant / Supervisor
- Work towards assisting on more complex cases under the guidance of the Manager / Senior Consultant / Supervisor
What We're Looking For
- Previous Schengen visa processing experience
- Strong background in a client facing role
- Be able to research effectively on your own to find answers to more complex or unique cases
- Ability to follow the instructions of senior members of staff
- Develop strong working relationships with team members and gain their confidence through displaying professionalism and efficiency in all communications
- Able to plan workload often with conflicting deadlines, able to meet deadlines and priorities for own work, taking into account delivery expectations and agreed client service standards
- Proven ability to generate clear, well-organised written work and able to effectively express oneself verbally in an articulate and polished manner
Nice to Have
- English & Turkish language capabilities
Team & Environment
- Knowledge-driven technology solution team (Nomadic) within Fragomen, operating in a fast-paced, forward-thinking environment
- Reporting to Senior Consultant or Supervisor
Benefits & Compensation
- Opportunity to work in a global, forward-thinking environment with exceptional client service focus
- Access to Fragomen's Responsible Business Practices (RBP) initiatives covering Corporate Social Responsibility, Culture and Inclusion, Sustainability, Well-Being and Pro Bono
- Inclusive and accessible workplace with commitment to diversity and equal opportunities
- Opportunities for employee involvement in shaping thoughtful initiatives and activities
Work Mode
- Remote position based in Istanbul, Turkey
Fragomen is committed to promoting equal opportunities for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status. The company fosters an inclusive and accessible workplace and offers reasonable accommodations during the hiring process.
