Customer Service Officer (Level 4)

Summary

Under the direction of the Operations Manager, the Case Officer is responsible for providing efficient and effective case management and support to individuals seeking citizenship services. Reporting to the Operations Manager, the role requires exceptional organizational and interpersonal skills to manage a caseload and ensure timely processing of citizenship applications. 💰Salary: $2,803,771 JMD per annum

Responsibilities

• Technical/Professional:

  • • Processes and reviews citizenship applications, ensuring accuracy and completeness.
  • • Conduct interviews and investigations to gather necessary information for application assessment.
  • • Verifies supporting documents, such as birth certificates, passports, and identification documents.
  • • Assesses eligibility for citizenship based on immigration legislation and policies.
  • • Prepares recommendations and decisions on citizenship applications.
  • • Produces accurate and well-written reports, recommendations, and correspondence.
  • • Maintains accurate and detailed records of activities.
  • • Follows standard operating procedures and guidelines for citizenship processing.
  • • Escalates high-risk cases to senior case officers as necessary.
  • • Collaborates with team members to improve case processing efficiency.
  • • Provides feedback to applicants regarding the status and progress of their applications.
  • • Deals with complaints and resolve issues related to citizenship applications.
  • • Stay up-to-date with developments and best practices in the field of immigration and citizenship.
  • • Follows ethical standards and professional conduct in all interactions.
  • • Liaises with senior management on issues related to citizenship processing.
  • • Collaborates with internal and external stakeholders to ensure efficient service delivery.

• Management/Administrative:

  • • Contributes to the development of the Unit’s Operational Plan and Budget.
  • • 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.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.

• Human Resources:

  • • Maintains a system that fosters a culture of team work, employee empowerment and commitment to the Division’s goals.
  • • Fosters an atmosphere of trust, high ethical and confidential standard.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Excellent communication and interpersonal skills.
  • • Strong attention to detail and accuracy.
  • • Exceptional organizational and time management abilities.
  • • Ability to work independently and handle a high workload.
  • • Problem-solving and critical thinking skills.
  • • Strong customer service orientation.
  • • Ability to work effectively in a team environment.
  • • Ethical and professional conduct.
  • • Flexibility and ability to adapt to changing priorities or requirements.
  • • Proactive and results-oriented approach.

• Technical:

  • • Knowledge of citizenship laws, regulations, and procedures.
  • • Familiarity with case management systems and databases.
  • • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • • Ability to conduct interviews and gather relevant information.
  • • Analytical skills to assess eligibility and review supporting documents.
  • • Ability to interpret and apply relevant legislation or guidelines.
  • • Knowledge of fraud detection and prevention techniques.
  • • Ability to adapt to changing technology and digital advancements within the field.
  • • Knowledge of organizational policies and practices related to citizenship services.
  • • Strong knowledge of the PICA’s policies and procedures.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor of Science degree in Public Administration, Social Sciences or Law.
• • Two (2) years’ experience in citizenship services or immigration programmes.

Additional Information and Instructions

• Special conditions associated with the job:

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

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

Share This Job