Migrant Service Assistant (2 Positions)

Under the programmatic supervision of the Family Assistance Program (FAP) Project Manager and the administration supervision of the Chief of Mission, the successful candidate will be based in Beirut and will be accountable and responsible for assisting the streamlining of applicant case processing and guiding Syrian family members on how to correctly complete the German Family Reunification (FR) visa application and supporting documentation checklists.   Core Functions / Responsibilities: Take responsibility for the day-to-day running of the FAP and assist in logistical/administrative support during the set-up period. Provide excellent customer service to applicants at all times, in full compliance with the Service Standards.  Assist and guide migrants in the completion of the VIDEX online application form as per checklists and conduct completeness checks on all documentation before their visa appointment; Provide migrants with accurate information in a timely manner. This will include distributing information sheets, the Integration Handbook and visa requirement checklists; assisting with telephone and e-mail inquiries from clients (including requirements for submitting visa applications); and informing clients of any changes to visa requirements or submission procedures; Data Capture: Maintain high degree of skill in using IOM internal software platforms; enter required applicant data, lodge application documents in the required order in IOM-designated folders for applicants to submit to Embassy at their scheduled interview time; Call center service: responsible for outreach to families and principle applicants to answer questions and provide remote guidance on form filling, visa requirements and general information; Appointment scheduling: Ensure appointment system for applicants coming to FAP is operated effectively; Reporting: Maintain records of all applications and contact with principle applicants and report these records periodically in a timely manner; Maintain a professional appearance and migrant-friendly demeanour at all times; Maintain positive working relationships with German Embassy staff locally; Inform management of any problems or issues immediately and regularly make suggestions on how to improve efficiency and service;   Develop and maintain a positive working relationship with staff members within the FAP and with external counterparts involved with the processing of this caseload. Maintain and ensure confidentiality of all FAP-related matters, in accordance with guidelines and instructions. Take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data. Perform any other duties as may be assigned.