Customer Service Officer (Level 4)

• • Technical/Professional:
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    Processes and reviews citizenship applications, ensuring accuracy and completeness.
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    Conduct interviews and investigations to gather necessary information for application assessment.
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    Verifies supporting documents, such as birth certificates, passports, and identification documents.
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    Assesses eligibility for citizenship based on immigration legislation and policies.
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    Prepares recommendations and decisions on citizenship applications.
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    Produces accurate and well-written reports, recommendations, and correspondence.
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    Maintains accurate and detailed records of activities.
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    Follows standard operating procedures and guidelines for citizenship processing.
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    Escalates high-risk cases to senior case officers as necessary.
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    Collaborates with team members to improve case processing efficiency.
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    Provides feedback to applicants regarding the status and progress of their applications.
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    Deals with complaints and resolve issues related to citizenship applications.
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    Stay up-to-date with developments and best practices in the field of immigration and citizenship.
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    Follows ethical standards and professional conduct in all interactions.
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    Liaises with senior management on issues related to citizenship processing.
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    Collaborates with internal and external stakeholders to ensure efficient service delivery.
• • Management/Administrative:
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    Contributes to the development of the Unit’s Operational Plan and Budget.
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    Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
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    Maintains quality customer service principles, standards and measurements for the PICA.
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    Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.
• • Human Resources:
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    Maintains a system that fosters a culture of team work, employee empowerment and commitment to the Division’s goals.
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    Fosters an atmosphere of trust, high ethical and confidential standard.
• • Other:
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    Performs other related duties that may from time to time be assigned.

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line THURSDAY, JULY 31, 2025 @ 5:00 P.M. No hand delivered application will be accepted

• • Special conditions associated with the job:
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    Duties will be performed in an office equipped with standard office tools and specialized software.
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    The environment is a fast paced production setting with ongoing interactions with other employees who may be located in close proximity.
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    Meeting tight deadlines which will result in high degrees of pressure is a common feature of the job.
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    The incumbent may be required to work beyond normal office hours from time to time.