Job Role
We are looking for an IMT & Applicant Support Specialist to join our Operations team. The role is responsible for managing assigned applicant cases throughout the insufficiency lifecycle, communicating directly with applicants, reviewing submitted responses and documents, and ensuring cases progress accurately and within defined service timelines.
The position requires strong communication, attention to detail, and the ability to manage multiple cases while maintaining accurate system records and complete audit trails.
Key Responsibilities
- Manage assigned pending and insufficiency cases within defined SLAs.
- Communicate with applicants through approved channels, including email, calls, and SMS.
- Review applicant responses and submitted documents against outstanding requirements.
- Follow up with applicants and ensure all communication attempts are accurately recorded in the system.
- Progress cases to the appropriate next stage based on applicant responses and established procedures.
- Maintain complete and accurate case records and audit trails.
- Escalate unclear, complex, or unusual cases to the appropriate senior team member.
- Ensure compliance with client-specific communication requirements and internal processes.
- Monitor assigned cases to prevent unnecessary backlog or aging.
- Maintain professional and clear communication with applicants at all times.
Requirements
- Diploma or Bachelor’s Degree in Business Administration, Management, Customer Service, or a related field.
- 1–3 years of relevant experience in customer service, applicant support, operations, case management, or a similar role.
- Strong verbal and written communication skills.
- Excellent attention to detail and accuracy.
- Strong follow-up and organizational skills.
- Ability to manage multiple cases and priorities within defined timelines.
- Comfortable working with case-management systems and maintaining accurate records.
- Ability to follow defined procedures, SLAs, and client-specific requirements.
- Professional and service-oriented approach when communicating with applicants.
