Visa Counselor for leading Visa @ Immigration Firm

Job Description:

1. Student Inquiry & Walk-in Management

* Handle all walk-in, telephone, online and other student inquiries professionally.
* Understand the student’s academic profile, career goals, financial background and preferred study destination.
* Provide accurate and personalized counselling regarding suitable countries, universities, courses, admission requirements and career opportunities.
* Guide students and parents through the overall study-abroad process.
* Convert genuine inquiries into prospective applications through effective counselling and timely follow-ups.
* Maintain accurate inquiry records in the salesforce along with each counselling/communication comments and ensure every inquiry is followed up systematically.

2. Lead Follow-up & Conversion Management

* Conduct rigorous and timely follow-ups with students and parents through calls, WhatsApp, email and other approved communication channels.
* Maintain and monitor the Inquiry-to-registration Conversion Ratio.
* Track every lead from the initial inquiry until application/admission.
* Ensure that no genuine or active inquiry is left unattended.
* Identify the reason for pending or inactive cases and take appropriate follow-up action.
* Maintain proper records of follow-ups, student responses and next actions in Salesforce or as advised by your reporting Manager.

3. Application & University Admission Process

* Collect and verify all required student documents before application.
* Ensure that applications and supporting documents are complete and accurate before submission.
* Once all required documents are received and the student is ready for application, submit the university application within 2 hours, subject to system/university availability.
* Coordinate with students and concerned team members for any missing documents or information.
* Follow up regularly with universities/colleges regarding:
* Application status
* Offer letters
* Additional document requirements or any query
* Admission decisions
* Follow up proactively with universities to avoid unnecessary delays.
* Keep students and relevant team members updated regarding admission progress.
* Maintain proper records of applications, offers and admission status.

4. Admission, Fee Payment & Conversion Management

* Follow up with students immediately after admission/offer to ensure timely acceptance and required fee payment.
* Explain the next steps, deadlines and documents required for fee payment and confirmation of admission.
* Maintain and monitor the Admission-to-Fee-Payment Ratio.
* Track every student from offer/admission stage through fee payment and confirmation.
* Conduct regular follow-ups on pending fee payments.
* Communicate important university payment deadlines to students.
* Identify students who have received admission but have not yet paid fees and take appropriate follow-up action.
* Help student in paying tuition fees via our vendors and any other extra services too e.g. Travel insurance, accommodation, Education loan and as advised by management for additional products.
* Maintain and monitor the Admission-to-Fee-Payment-to-Visa Conversion Ratio.

5. Visa Documentation & Application

* Collect, organize and verify all documents required for the visa application.
* Ensure that all visa documents are complete, accurate and properly arranged.
* Coordinate with students and concerned team members for missing or incomplete documents.
* Complete visa forms and applications accurately.
* Prepare the visa file as per applicable country/embassy requirements and company guidelines.
* Prepare SOPs whenever required and ensure they are double-checked/approved by the Branch Head or Management.
* Prepare students for visa/University interviews wherever applicable.
* Ensure visa applications are submitted within the prescribed TAT.
* Maintain complete documentation and records of every visa case. Make sure to upload every documents on the salesforce, be it academic, passport, university offer or any visa file.

6. Visa Approval / Rejection & Fee Refund Management

Visa Approval

* Once a visa is approved, immediately inform the student, concerned counsellor, Branch Head and Management.
* Provide the student with relevant visa/approval letters and retain copies for company records.
* Update the case status in the prescribed system/records.

Visa Rejection

* In case of visa refusal/rejection, immediately inform the concerned counsellor, Branch Head and Management.
* Review the visa refusal/rejection reason and discuss the case internally to determine appropriate next steps.
* Communicate the available options and next steps to the student as instructed by Management.
* Maintain complete records of the refusal/rejection and subsequent action taken.

Fee Refund Responsibility

* In case the student is eligible for a university/college fee refund following visa rejection, take complete responsibility for coordinating and following up on the fee refund process.
* Verify the applicable university/college refund policy, refund eligibility, deductions, deadlines and required documentation.
* Inform the student regarding the applicable refund procedure and requirements.
* Collect and submit all documents/forms required for initiating the refund.
* Coordinate with the university/college finance/admission department for processing the refund.
* Conduct regular follow-ups with the university/college until the refund is processed.
* Track the refund amount and ensure confirmation of the refund/credit wherever applicable.
* Maintain records of:
* Refund request
* Submitted documents
* University correspondence
* Refund approval
* Refund status
* Final settlement
* Keep the student and Management updated at every important stage of the refund process.
* The case should not be considered closed merely upon visa rejection. The counsellor remains responsible for all applicable post-rejection formalities, including the fee refund process, until the case is properly closed.

8. Post-Visa & Pre-Departure Support

* Brief students regarding all steps following visa approval.
* Guide students regarding:
* Passport submission/stamping, wherever applicable
* Pending university fees/payments
* Flight/ticket booking
* Accommodation
* Pre-departure requirements
* Important documents to carry
* Departure arrangements
* Documents required for arrival overseas
* Ensure students receive clear and timely pre-departure guidance.
* Coordinate with relevant team members to ensure smooth completion of the student’s pre-departure process.

9. Student Relationship & Feedback

* Maintain professional communication and positive relationships with students and parents throughout the process.
* Ensure students receive timely responses to their queries.
* Collect genuine student feedback/reviews after successful completion of services.
* Assist in collecting approved student testimonials, Google/Facebook reviews, videos and other experience-based content as required by the company.
* Ensure all communication and feedback activities comply with company guidelines.

10. Records, CRM & Reporting

* Maintain complete and updated records of:
* Inquiries
* Follow-ups
* Applications
* Admissions
* Fee payments
* Visa applications
* Visa decisions
* Refund cases
* Update CRM, Excel sheets or other systems as instructed by the Branch Head/Management.
* Ensure all case information, documents, follow-ups and status updates are recorded accurately.
* Prepare or provide reports relating to inquiry, conversion, admission, fee payment and visa status whenever required.
* Maintain prescribed TATs and ensure pending cases are followed up proactively.

11. Coordination & Team Support

* Coordinate effectively with counsellors, visa team members, branch/franchise offices, universities, colleges, agents and other relevant stakeholders.
* Follow up professionally whenever documents, information or action is pending.
* Ensure smooth coordination between counselling, admission and visa teams.
* Support other team members whenever required to ensure work is completed within the prescribed timeline.
* In case of another team member’s absence, be prepared to handle assigned responsibilities or switch tasks as directed by Management.
* Maintain effective communication between all departments involved in the student journey.

12. Marketing & Business Development Support

* Participate in marketing activities whenever required by Management.
* Contact universities, colleges, agents and other partners as assigned.
* Provide information to prospective students/partners as required.
* Assist in arranging:
* Seminars
* Counselling sessions
* University visits
* Events
* Promotional activities
* Support the organization’s student acquisition and outreach activities.

KEY PERFORMANCE AREAS (KPIs)

Performance may be evaluated on the basis of:

* Inquiry handling and response time
* Quality of counselling
* Inquiry-to-registration Conversion Ratio
* Follow-up effectiveness
* Application submission TAT
* 2-hour application submission TAT after receipt of complete documents
* University admission conversion
* Admission-to-Fee-Payment Ratio
* Fee-payment-to-visa conversion
* Overall Admission-to-Visa Ratio
* Visa application accuracy
* Visa application TAT
* Pending case management
* Student satisfaction and feedback
* CRM/data accuracy
* Timely handling of fee refund cases
* Compliance with company SOPs and Management instructions

GENERAL RESPONSIBILITIES

* Maintain confidentiality of student and company information.
* Follow all company SOPs, country-specific requirements and instructions issued by the Branch Head/Management.
* Maintain professionalism and accuracy in all student communications and documentation.
* Take ownership of assigned cases and ensure timely closure or escalation of pending matters.
* Ensure that assigned cases are actively followed up until completion.
* Maintain proper documentation for every stage of the student journey.
* Perform any additional duties or responsibilities assigned by Management from time to time.

IMPORTANT NOTE

The above responsibilities are indicative and not exhaustive. Management reserves the right to modify, add, remove or reassign responsibilities based on business requirements. Employees may be required to switch tasks, support other departments or perform additional duties as necessary for the smooth and timely functioning of the organization.