Global Traveler Risk and Emergency Support Coordinator

Working days: Thursday, Friday, Saturday, Sunday and Monday

Working hours: 8am - 4pm CET

Work location type: Remote, with occasional visits to the Belgrade office (about once a month).

Position Overview

The Global Traveler Risk and Emergency Support Coordinator is responsible for providing dedicated weekend and out-of-hours operational support for urgent immigration and business travel incidents affecting Key Strategic Client travelers across APAC, EMEA and NORAM.

The role acts as a central coordination and escalation point during the agreed coverage window. It monitors the designated emergency support channels, assesses the urgency and potential traveler risk associated with each request, communicates with affected travelers and coordinates the appropriate response across Key Strategic Client, CIBT and relevant third parties.

The Coordinator takes operational ownership of qualifying incidents during their scheduled working hours, ensuring that appropriate actions are initiated, stakeholders are kept informed and unresolved matters are transferred to the relevant regional team through a complete and structured handover.

The position also supports incident reporting, service-level monitoring, emergency-procedure maintenance and continuous improvement of the global traveler-support model.

This is an operational coordination role. It does not replace the decision-making authority of Key Strategic Client Global Security, immigration counsel, legal advisers, government authorities or emergency services. Routine immigration and business travel enquiries should be redirected to the appropriate operational team unless they meet the agreed emergency-support criteria.

Duties and Responsibilities

• Monitor the agreed emergency support channels, including applicable TripAssure, chat, email and ticketing channels, throughout the scheduled coverage window.
• Acknowledge incoming requests within the agreed service level and obtain the information necessary to assess the traveler’s location, travel timetable, urgency and potential level of risk.
• Assess and categorize incidents using the approved emergency criteria and prioritize matters requiring immediate intervention or escalation.
• Provide operational support for urgent situations, including lost or stolen passports, detention or border issues, imminent travel disruption and time-critical immigration or travel-document requirements.
• Provide affected travelers with calm, clear and realistic information regarding the actions being taken, expected next steps and available support.
• Maintain regular communication with travelers and relevant stakeholders until the matter is resolved or formally handed over to the appropriate regional team.
• Activate the approved escalation matrix and immediately involve Key Strategic Client Global Security, Key Strategic Client Immigration stakeholders, CIBT programme leadership or other designated stakeholders when required.
• Coordinate time-sensitive actions with Key Strategic Client teams, CIBT regional teams, immigration and visa providers, airlines, couriers, embassies, consulates and other relevant third parties.
• Take operational ownership of each qualifying escalation during the scheduled coverage window and track agreed actions through resolution or formal transfer.
• Coordinate access to urgent corporate or travel documentation when directly required to support a qualifying incident. Routine document preparation and processing remain the responsibility of the appropriate operational team.
• Identify matters involving safeguarding, security, legal or regulatory risk and escalate them immediately to the authorized stakeholder.
• Operate within the defined authority of the position and avoid providing legal, security, medical or government advice outside approved procedures and guidance.
• Redirect routine immigration, visa and business travel enquiries to the appropriate regional or operational team to ensure that the emergency channel remains focused on qualifying incidents.
• Maintain accurate and complete Freshdesk, ticketing or case-management records, including timestamps, incident classification, communications, decisions, actions and outcomes.
• Prepare structured handovers for unresolved matters at the next regional operating window, clearly identifying ownership, priority, actions completed, outstanding requirements and expected follow-up.
• Track acknowledgement times, service-level performance, incident volumes, escalation categories, resolution times and recurring issues.
• Support incident reviews, root-cause analysis and the identification of opportunities to improve procedures, response quality and traveler experience.
• Maintain current emergency criteria, escalation procedures, stakeholder contact lists, regional handover instructions and supporting operational documentation.
• Participate in relevant training, scenario exercises and service-readiness activities.
• Participate in the approved trained rota and backup-coverage arrangements to support continuity during planned absence, sickness, public holidays or unexpected unavailability.
• Handle personal, corporate and sensitive information in accordance with applicable legislation and CIBT requirements relating to privacy, confidentiality, information security and records management.
• Cooperate with Key Strategic Client and CIBT programme leadership and provide accurate operational information for service reviews and performance reporting.
• Carry out additional duties and participate in local or global projects appropriate to the nature and level of the position, as reasonably required by the Manager.

Education and Qualifications

• Graduate-level degree or equivalent combination of relevant education and professional experience.
• Typically, three to five years of relevant professional experience in immigration, business travel, global mobility, traveler assistance, incident coordination or a related client-service environment.
• Demonstrated experience managing urgent, sensitive or time-critical cases and coordinating escalations involving multiple stakeholders.
• Previous experience in an after-hours support, emergency-support, service-desk, duty-management or traveler-assistance environment is strongly preferred.
• Experience supporting clients, employees or travelers across different countries, regions and time zones.
• Good understanding of immigration and business travel processes, including the operational risks associated with passports, visas, border controls and time-sensitive international travel.
• Strong judgement and the ability to assess information, identify potential risks and prioritise matters under time pressure.
• Ability to remain calm, organised and professional when supporting travelers experiencing stressful or sensitive situations.
• Strong client-service mentality and excellent stakeholder-management skills.
• Strong written and verbal communication skills, including the ability to provide concise incident updates and structured handovers.
• Strong organisational and time-management skills, with the ability to manage multiple incidents and competing priorities.
• High level of attention to detail and accuracy in case records, communications and reporting.
• Ability to recognise matters outside the authority or expertise of the position and escalate them appropriately.
• Experience using case-management or ticketing systems such as Freshdesk is preferred.
• Strong working knowledge of Microsoft Outlook, Teams, Word and Excel.
• Fluency in written and spoken English. Additional language skills are an advantage.
• Ability and willingness to work the regular Thursday-to-Monday schedule and participate in agreed training and backup-coverage arrangements.

Compensation & Benefits:

• Expected starting monthly net salary: EUR 1,757 net
• Periodic compensation reviews based on performance, development, market conditions, and business needs
• 23 days of annual leave annually
• Private health, life, and accident insurance
• FitPass membership
• Employee referral bonus program
• Employee recognition program (Above and Beyond)
• Learning, development, and career growth opportunities within an international environment
• Complimentary office refreshments, coffee, and seasonal fruit

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [email protected].