What the Role Offers:
- Hourly salary of $24 - $26
- Onsite Monday – Thursday in Cupertino, Friday is an "on-call" day; where you can Work From Home unless office presence is required
- This is a new position and will oversee a team of 8
- Manage Daily Operations: Oversee the distribution of work assignments, ensuring efficient workflow and adherence to internal deadlines.
- Complex Case Management: Handle advanced and complex client files, ensuring that they are processed accurately and promptly.
- First-Level Support: Act as the first point of contact for consultants, answering questions, resolving issues, and offering guidance on processes.
- Client Escalations: Investigate and resolve escalated client issues, ensuring exceptional service delivery.
- Quality Control: Ensure that all passport and visa applications meet the standards set by various embassies, consulates, and the US State Department.
- Team Development: Provide training, feedback, and support to consultants, fostering continuous improvement and professional growth.
- Compliance Monitoring: Ensure compliance with the Foreign Corrupt Practices Act and company policies.
- Process Improvement: Identify training gaps, provide constructive feedback, and implement process improvements to enhance team performance.
- Collaborate with Account Teams: Work closely with account management staff to resolve client concerns and improve service delivery.
- Perform Administrative Duties: Support opening and closing procedures and complete all necessary documentation in line with company protocols.
- Stay Informed: Maintain in-depth knowledge of company systems, processes, and industry standards to maximize efficiency and compliance.
- Education & Experience: BA/BS or associate’s degree with 2 years of relevant experience, or an equivalent combination of education and experience.
- Preferred Background: Experience in high-end retail, travel, hospitality, or embassy/consulate relations is highly desirable. Proficiency in a foreign language is a plus.
- Communication Skills: Strong verbal and written communication skills, with the ability to articulate ideas clearly and professionally. Fluency in a second language is a bonus.
- Organizational Skills: Excellent time management, with the ability to handle high volumes of work while maintaining exceptional attention to detail.
- Problem Solving: Analytical mindset, with the ability to troubleshoot issues and implement practical solutions.
- Adaptability: Comfortable working in a fast-paced, changing environment, with the ability to prioritize tasks effectively.
- Tech-Savvy: Proficient with software systems and committed to maintaining data integrity. Eagerness to learn new technologies.
- Leadership: Self-starter with a strong sense of ownership and the ability to inspire and guide a team.
- Teamwork: Ability to work collaboratively and foster a positive team environment.
- Communication: Strong ability to convey information effectively and professionally.
- Problem Solving: Skilled in analyzing situations, writing reports, and developing resolutions.
- Execution: Organized, with a focus on delivering results and meeting client expectations.
- Initiative: Proactively manages customer relationships and seeks out solutions.
- Adaptability: Thrives in a changing environment, maintaining performance under pressure.
- Expertise: Dedicated to learning new processes and staying up-to-date with regulatory changes.