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Intern Client Service Assistant – Canada Visa Application Center

Job Description

In general, the Internship Programme aims at attracting talented students and graduates who:

a) have a specific interest in, or whose studies have covered, areas relevant to IOM programmes and activities;

b) are holding a scholarship for internship placements in international organizations and/or for whom internship is required to complete their studies; or

c) are sponsored by governmental/non governmental institutions and/or academia to work in specific areas relevant to both IOM and the sponsor.

d) are either enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent) or have graduated in the last 12 months.

e) are between 20 and 36 years of age.

Background Information

Established in 1951, International Organization for Migration (IOM) is the leading inter-governmental organization in the field of migration and 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.

The IOM Canada Visa Application Centre (CVAC) programme provides administrative support to visa applicants and facilitates regular pathways to Canada. The IOM CVAC programme started in 2013 and operates over 36 visa centres across the globe​​​​​​​. The CVAC programme is operated in partnership with VFS Global, a visa and technology specialist, and works at the behest of Immigration, Refugees and Citizenship Canada (IRCC).

​​​​​​​CVACs accept applications for:

  • study permits
  • work permits
  • visitor visas (temporary resident visa)
  • travel documents for permanent residents

​​​​​​​CVACs assist migrants and travelers to Canada through the following services:

  • Help applicants complete applications
  • Securely enroll biometrics in support of an application
  • Securely send applications and passports to the visa office
  • Provide information services in local languages
  • Provide access to a computer to apply
  • Provide application photograph and photocopy services
  • Accept payment of application fee
  • Use courier services to return applications

Responsibilities

Supervision

Incumbent will be under the overall supervision of Chief of Mission, general oversight of the Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ & CVAC Global Project Manager and direct supervision of CVAC Sub-regional Coordinator/Team Leader in Sarajevo.

Learning Objectives

The incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM, with the tasks that will include:

  1. Provide client service excellence to applicants at all times, in full compliance with the IRCC Statement of Work (SOW) and the IRCC Service Standards.   
  2. Meet clients and manage queue order through Queue Management System on reception desk and submission counter, as required. 
  3. Assist with telephone, e-mail, and chat inquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients.
  4. Marketing and providing assistance to clients with Value Added Services including but not limited to Self-Service and Assisted Data Entry services.
  5. Assist in the provision of client information: distribution of application forms, checklists regarding visa requirements.
  6. Returning of passports, supporting documentation and visa decisions. 
  7. Perform other administrative duties and all other tasks as assigned.

Qualifications

Eligibility Requirements: 

  1. Applicants to IOM internships must, at the time of application, meet one of the following requirements:
    1. Be enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent); or 
    2. Be enrolled in a graduate school programme (second university degree or equivalent, or higher); or 
    3. Have graduated with a university degree and, if selected, must commence the internship within one year of graduation. 
  2. All applicants must be between 20 and 36 years of age. 
     

Education

Applicants to IOM internships must, at the time of application, meet one of the following requirements:

a) Have graduated with a university degree and, if selected, must commence the internship within one year of graduation ; or
b) Be enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent); or
c) Be enrolled in a graduate school programme (second university degree or equivalent, or higher). 

This is a full-time internship. Interns are expected to work 40 hours per week in accordance with the working hours prevailing at the duty station.
*New University graduates that have graduated within a period of 1 year maximum are highly encouraged to apply.

Experience

No previous experience is required. Experience in customer service is a plus. Working knowledge of French is an advantage.

  • Excellent knowledge of English and Bosnian (oral and written)
  • Ability to carry out detailed, repetitive work, including cashiering, with accuracy, tact and sound judgment in a fast paced environment, maintaining a time sensitive schedule. 
  • Ability to draft clearly and communicate information accurately
  • Familiarity working with Microsoft Office Suite programs such as Outlook, Word and Excel. 
  • Ability to use standard office equipment such as a computer, photocopier, scanner and printer.
  • Ability to perform courteously and efficiently, both independently and as a team member, with public, superiors and colleagues in a high pressured, multicultural environment.
  • Ability to use own initiative and work under pressure with minimum supervision 
  • Strong interpersonal and communication skills 
  • Attention to detail and ability to organize 
  • Self-motivated and objective driven

Languages

Fluency in English (oral and written). Fluency in local language (oral and written).

IOM’s official languages are English, French and Spanish.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Travel required

No

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these three values:

  • Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
  • Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
  • Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
  • Courage: Demonstrates willingness to take a stand on issues of importance.
  • Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

  • 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. Is action oriented and committed to achieving agreed outcomes.
  • 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. Explains complex matters in an informative, inspiring and motivational way.

Notes

  1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
  2. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the 1. mandatory medical entry on duty clearance, candidates may be requested to provide evidence of full vaccination. Interns engaged to work on a home-based internship who do not need to travel do not need to provide vaccination records.
  3. Depending on experience and location, interns are granted a small monthly stipend to help offset costs. Interns benefiting from an internship allowance or scholarship granted by his/her university or other sponsoring body that includes financial remuneration or credits for coursework will not be eligible for the stipend.
  4. IOM covers Interns against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the assignment. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Interns are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work.
  5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
  6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

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