Position Overview

The人情 SPOC Position will provide support services for nonimmigrant and immigrant visa operations at United States Consulates and Embassies, including but not limited to public inquiry services, appointment services, fee collection services, document delivery services and data collection services in Japan.

Principal Duties and Responsibilities

Information Services:

• Website management
• Call center operations service level responsibility & management.
• Audit and SLA compliance.

Appointment Services

• Manage appointment schedules with the Embassy
• Provide support to Embassy staff for appointment systems and related services.

Document Delivery Services

• Ensure SLAs are met by the delivery services
• Audit and report all aspects of delivery operations.

Fee Collection Services

• Manage all aspects of Fee collections
• Daily reconciliation
• Managing the reporting of required fee collection reports.
• Audit of fee collections regularly

Greeter Services (Where Applicable):

• Manage team, be a greeter in Osaka and Tokyo on a monthly basis, run attendance reviews and provide leadership to the team of greeters.
• Ensure presentability and training of team is appropriate.
• Management of IT tools to support services.
• Document and perform Fraud Prevention and ethics training

Client Coordination:

• Coordination, visitation and communication with the U.S. Embassy or Consulate on an as needed basis.
• Support Embassy personnel to use apps and services from the company.
• A one stop Q&A for Embassy and Consulate staff.

Reporting requirements:

• Communicate daily via email or teleconference with the Task Order Manager.
• Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.
• Monitor Service Level Agreements or SLA metrics and report issues.
• Draft meeting minutes covering every phone or in person conference held.
• Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of the fraud prevention plan. Ensure vendors comply with fraud prevention and ethics trainings.
• Ensure any questions, concerns, or observations with any of the services listed in this document are escalated appropriately. Any questions in this escalation process should be addressed with the Task Order Manager.

Education 
Bachelor or Master’s Degree in any relevant field (advanced degree and/or PMP preferred)

Professional Experience

• Five years of relevant professional experience required.
• Experience in client relations and customer service management.
• Call center experience valued.
• Experience in drafting concise written reports.
• Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, Share Point, and PowerPoint).
• Experience using Microsoft Dynamics is preferred

Language Skills
Fluency in spoken and written Japanese and English

Interpersonal Skills

• Ability to work independently while being part of a virtual, effective team.
• Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
• Flexibility in work hours and full availability during work week.
• Excellent oral and written communication skills.
• Ability to conduct research to solve problems and execute solutions.
• High level of punctuality, work ethic and discretion.
• Ability to build and maintain effective relationships with the client, team members, and various service vendors.

The Applicant must be eligible and willing to obtain a security clearance at the level required for the position; RSO (Regional Security Office) Security Certification.