Position Overview:

We are seeking a highly professional, empathetic, and detail-oriented Visa & Immigration Officer to manage end-to-end visa application processes. In addition to standard case management, this specialized role focuses on resolving high-stakes client escalations and managing refund assessment procedures. You will serve as the primary point of contact for complex cases, turning stressful client experiences into positive outcomes while ensuring compliance with global immigration laws and company policies.

Key Responsibilities1. Visa & Case Management

- Assess client profiles and advise on suitable visa pathways (e.g., PR, student, work, tourist).
- Compile, review, and submit error-free visa application blueprints and supporting documentation.
- Stay updated on shifting immigration policies, regulations, and processing timelines.

2. Escalation & Conflict Resolution

- Act as the designated point of escalation for frustrated, high-anxiety, or dissatisfied clients.
- Diffuse tense situations using active listening, high emotional intelligence, and clear communication.
- Investigate delayed, complicated, or rejected cases to formulate swift, actionable recovery strategies.
- Partner with senior management and legal teams to resolve critical bottlenecks efficiently.

3. Refund & Financial Case Evaluation

- Evaluate client refund requests strictly against service level agreements (SLAs), terms and conditions, and contract clauses.




- Conduct root-cause analysis on failed applications to determine eligibility for financial compensation or refunds.
- Prepare transparent, documented case files justifying the approval or denial of refund requests.
- Communicate sensitive financial decisions to clients professionally, minimizing legal and reputational risk.

Required Skills & Qualifications

- Experience: Minimum of 2–4 years of experience as an Immigration/Visa Consultant or Case Officer, with at least 1 year heavily focused on customer service escalations or grievance handling.
- Conflict Resolution: Proven ability to manage difficult conversations, de-escalate tension, and negotiate mutually agreeable solutions.
- Analytical Skills: Solid ability to interpret contractual clauses, company refund policies, and legal immigration frameworks.
- Communication: Exceptional verbal and written English communication skills; ability to convey complex policies in simple, empathetic terms.
- Documentation: High level of precision in maintaining case logs, notes, and audit trails for escalated or disputed accounts.

Preferred Attributes

- Experience dealing with major immigration destinations (e.g., Canada, Australia, UK, USA, Europe).
- Prior background in retention, customer success, or financial dispute resolution roles.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Visa & Immigration Officer (Pune)
🏢 Endurance Immigration Services
📍 Pune