LE3 Visa Processing Officers (VPO) work under the general direction of a manager to review, progress, assess, and finalise varying aspects of visa applications. LE4 Senior Visa Processing Officers (SVPOs) provide more specialised and skilled visa support to their Team Leader. They work more independently on special projects and can assist with more complex case management.

The key responsibilities of these positions include, but are not limited to:

• Undertaking visa related casework. Applying the relevant legislation and policy to support lawful and fair decisions in accordance with the relevant guidelines and regulations
• Working within stated service standards in a pressured environment, escalating sensitive and complex cases to senior staff in accordance with office protocols
• Preparing moderately complex written documentation for visa applicants and client correspondence
• Liaising with internal and external stakeholders on moderately complex operational and administrative matters
• Preparing recommendations for senior staff based on research and well-established policy and practices
• Maintaining records, including, but not limited to, client files and financial management
• Organising and taking responsibility for own workload, working cooperatively and harmoniously to deliver services in accordance with the client service charter standards and program outcomes
• Supporting risk management strategies and integrity standards in visa processing, including by maintaining knowledge of risk profiles and indicators in caseloads and reporting integrity concerns and trends
• Investigating the integrity of documents and other information in connection with visa applications
• Requesting and reviewing additional information to support visa applications
• Working in a team environment, assist with team tasks and assist with training of new staff

Required qualifications/experience:

• Strong written and oral English communication skills
• Demonstrated sensitivity to the needs of clients from a variety of backgrounds and with varying demands. Such situations may include telephone interaction, interviews, liaison, and representation, preparing reports and correspondence
• Demonstrated ability to respond and adapt to change. apply initiative, flexibility, and willingness to pursue continued improvement in the context of change within the organisation
• Highly developed time management skills, both individually and as part of a team, and the ability to work effectively, cooperatively, and flexibly in a team environment to respond to priorities and meet deadlines
• Demonstrated analytical skills with an ability to use multiple datasets and/or interpret and apply complex legislation and apply sound judgement in all cases
• Proficiency in computer software applications including Microsoft Word and Excel, and the capacity to learn new systems

Desirable qualifications/experience:

• Tertiary qualifications in a relevant field
• Experience in an application processing environment