Visa Processing Officer/Administration Officer
(Several vacancies – Permanent and Contract)
Department of Immigration and Border Protection (DIBP)

The Immigration Section of the Australian High Commission in Kuala Lumpur is seeking to employ suitable persons for several Visa Processing Officer/Administration Officer positions.

The Immigration Section consists of three small teams: the Administration team, the Temporary Entry & Integrity team, and the Permanent Entry team. The teams are committed to building Australia’s future through the well-managed movement of people.

For more information about the Department of Immigration and Border Protection, please visit our website: http://www.immi.gov.au/About/Pages/About.aspx.

The successful candidates for these positions will commence employment in one of the three teams under the direct supervision of a team leader, and are required to be self-motivated, flexible and willing to participate in role rotations.

Roles and responsibilities may comprise a range of tasks including visa and citizenship processing, integrity verification checking, and undertaking procedural, clerical and administrative tasks.

At this level, staff work within clear guidelines and operate under general direction. They will be required to demonstrate a sound understanding of the role and responsibilities of the department, as well as the legislation, regulatory and compliance framework that informs its activities and in line with established procedures and protocols.

Given the significant levels of client contact, staff must demonstrate an ability to provide excellent client service by effectively liaising with a culturally and linguistically diverse range of clients and providing accurate, timely, consistent and appropriate information to clients.

Staff will demonstrate a high level of productivity and be able to manage and prioritise their caseloads and work collaboratively within their team to deliver business outcomes in a diverse and challenging environment of competing priorities.

Staff will demonstrate strong oral and written communication skills in English and Bahasa Malaysia as well as computer literacy with sound computer/keyboard skills and experience with standard software applications.

Further information about the core capabilities required for these positions is provided below.

The starting salary for the positions will be RM3172.00 per month, plus two months bonus and other benefits. The order of merit from this recruitment exercise may be used to fill future vacancies in the Immigration Section over the next 12 months.

Interested applicants must submit a written application addressing the three (3) questions detailed below (no longer than 2 pages in total), together with a current CV. The names, telephone numbers and email addresses of two referees (one of whom should be their immediate and current supervisor) who may be contacted for further information about the candidate’s abilities should also be provided.

Applications that only include a CV and do not also include a separate written statement addressing the three questions below will not be considered.

Complete applications should be sent to Manager, Human Resource Services, Australian High Commission, 6 Jalan Yap Kwan Seng, 50450 Kuala Lumpur or via email to [email protected].

The closing date for applications is at 6pm on Sunday, 12 October 2014.  No applications will be considered after this date.

Please note that receipt of applications will not be acknowledged and only candidates who have been shortlisted for an interview will be contacted.  The Australian High Commission thanks all applicants for their interest.  Only those selected for interview will be contacted further.

SELECTION CRITERIA (QUESTIONS THAT MUST BE ADDRESSED IN YOUR WRITTEN APPLICATION)

1. Provide an example of a time when, as a member of a team, you have made a significant contribution towards the achievement of a goal.

In your answer please address the following:
• What was your role? What was the goal that your team was working towards?
• What, specifically, did you do to assist the team to achieve the goal?
• What steps did you take to ensure that your actions were co-ordinated with the actions of other people in the team?
• How did your actions contribute directly to the achievement of the goals?

2. You are talking to an upset client on the telephone who is asking you a question about the conditions of their visa. How do you respond to the client when you do not know the answer to their question?

In your answer please address the following:
• What steps would you take to resolve the enquiry?
• How do you deal with the client?
• What other factors do you need to consider?

3. Provide an example of a time when you were faced with a number of competing priorities and how you managed your work to resolve this situation.

In your answer please address the following:
• What role were you in?
• What were the competing priorities?
• What tools/strategies did you employ to manage the priorities?
• What was the outcome of your actions?

CORE CAPABILITIES

The Core Capabilities for a Locally Engaged Employee (LEE) operating as a Visa Processing/Administration Officer in the Immigration Section are outlined below:

Contributes to strategic thinking
• Demonstrates the ability to quickly acquire, a sound understanding of DIBP’s priorities and business directions.
• Identifies issues and problems that may impact on work area plans and objectives and acts upon these.
• Participates actively in planning for the achievement of work area goals.
• Recognises opportunities for new and revised practices and makes suggestions for improvement.
• Is able to analyse, report on, and use routine information related to work. Interprets and applies legislation and guidelines to make decisions in routine situations. Develops practical solutions based on a logical and common sense approach.

Achieves results
• Shows flexibility in responding to uncertainty and changing demands in the workplace.
• Is committed to using department resources, including technology, effectively, efficiently and lawfully.
• Takes personal responsibility for work outputs and service provided to clients.
• Shows flexibility in responding to uncertainty and changing demands in the workplace.
• Actively contributes to a positive work culture where department resources, including technology, are used effectively, efficiently and lawfully.

Supports productive working relationships
• Establishes rapport and deals sensitively, courteously and equitably with clients and stakeholders and works collaboratively and encourages cooperation with team members and across work areas.
• Actively participates as a valuable team member and supports participative decision making.
• Demonstrates trust, respect and understanding towards others and recognises individual differences at work.
• Provides accurate, timely, consistent, lawful and appropriate service to clients.

Displays personal drive and integrity
• Provides a quality professional service, applies ethical work practices and demonstrates integrity in all aspects of work, in accordance with the department’s Code of Conduct and all other relevant codes of ethics and practice.
• Accepts responsibility for mistakes and tries to learn from situations.
• Demonstrates willingness to seek advice and assistance from others if needed.
• Demonstrates awareness of own capabilities and is appropriately responsive to feedback.

Communicates with influence
• Communicates proficiently both orally and in writing in English. Similar proficiency in Malay is preferred but not essential.
• Demonstrates awareness of, and respect for, cultural differences when liaising with clients and colleagues from a diverse range of backgrounds and cultures and tailors communication accordingly.
• Helps in resolving differences and responds effectively to diverse interactions.

Demonstrates professional or technical proficiency
• Has sound knowledge of the procedures and guidelines relevant to the work area and the ability to apply these to the tasks at hand.
• Demonstrates sound capability in applying technical, professional or specialist skills and knowledge within a limited area.
• Has a sound understanding of and ability to use the tools, systems and technology needed to complete work tasks. Understands and applies relevant legislation, policy, governance and regulatory frameworks as needed.

Note: Please refer to our guidelines on applying for job vacancies at the Australian High Commission (selection criteria, and selection and recruitment process) and if you have any questions, please refer to our FAQs.