Visa Officer

Reports To: Manager or another official designated by management
Duty Station: Naxal, Kathmandu, with travel as required
Contract Duration: Minimum two years, subject to satisfactory performance and applicable company policy
Monthly Salary: NPR 25,000, or negotiable based on qualifications, experience, and demonstrated capability
Working Arrangement: Full-time

Position Purpose

The Visa Officer manages assigned visa-support cases from initial inquiry to completion. The role provides clients with current process information, verifies that required documents are complete, prepares applications carefully, coordinates appointments and submissions, and maintains accurate case records.

Key Responsibilities

1. Client Assessment and Guidance

• Receive visa inquiries and collect relevant information about the client’s travel purpose, destination, planned dates, and personal circumstances.
• Explain application processes, required documents, expected service steps, fees, and known timelines clearly and without making guarantees.
• Provide destination-specific document checklists using current official requirements and approved company resources.
• Communicate respectfully with clients and respond to follow-up questions within agreed service timelines.

2. Application Preparation and Documentation

• Review submitted documents for completeness, consistency, validity periods, formatting, translation, and other stated application requirements.
• Accurately complete or support the completion of forms using information confirmed by the client.
• Prepare organized application files, cover letters, checklists, appointment documents, and submission records as required.
• Immediately report missing, inconsistent, altered, suspicious, or potentially misleading information to the Manager and do not knowingly submit false documentation.

3. Appointment Submission and Case Tracking

• Coordinate embassy, consular, visa-application-centre, interview, medical, and biometric appointments where applicable.
• Support the secure receipt, movement, submission, collection, and return of passports and supporting documents according to approved procedures.
• Track each application, record key dates and reference numbers, follow up where appropriate, and update the client promptly on material developments.
• Maintain an accurate case register showing current status, pending requirements, deadlines, payments, and next actions.

4. Coordination and Reporting

• Coordinate with ticketing, tour, accounts, operations, sales, clients, and approved external partners to ensure consistent service delivery.
• Confirm applicable service charges and third-party fees and coordinate receipts, invoices, collections, refunds, and outstanding payments with accounts.
• Prepare daily work updates and periodic reports covering inquiries, applications, approvals, refusals, pending cases, collections, and follow-up actions.
• Support client retention and ethical cross-selling of relevant travel services without pressuring clients or misrepresenting outcomes.

5. Compliance, Confidentiality and Service Quality

• Follow applicable laws, official visa instructions, company policies, recordkeeping requirements, and approved operating procedures.
• Protect passports, financial records, identity documents, contact details, login information, and all other confidential client data.
• Never guarantee visa approval, processing time, entry permission, employment rights, or any decision controlled by an embassy, government, airline, or other third party.
• Escalate complaints, urgent deadlines, suspected fraud, adverse decisions, data incidents, and significant service risks immediately.