Relationship Manager - Back Office (Passport & Citizenship)

eduaid is seeking an organised, detail-oriented and client-focused Relationship Manager - Back Office (Passport & Citizenship) to manage client communication, documentation and coordination throughout the application process.

This is a client relationship and back-office processing role that requires regular communication with clients, accurate documentation management, systematic follow-up, and close coordination with internal processing and accounts teams.

The successful candidate should be comfortable managing multiple client cases simultaneously, working with detailed financial and supporting documents, responding professionally to client enquiries and ensuring required actions are completed within relevant timelines.

Candidates with previous experience in immigration, migration, visa processing, professional consultancy, client relationship management or documentation-intensive services will have an advantage.

• Manage communication with assigned existing and newly registered clients throughout their application journey.
• Build and maintain professional, trusted relationships with clients.
• Provide relevant information and updates regarding visa, migration and application requirements.
• Respond to client enquiries professionally, accurately and promptly.
• Collect, organise and maintain required client documentation.
• Draft, proofread, format and review application-related documents.
• Review supporting operational, financial and tax documents against relevant processing requirements.
• Identify missing or incomplete information and follow up with clients accordingly.
• Coordinate with internal processing teams to ensure required documentation is completed accurately and on time.
• Work closely with the accounts team regarding client payments and related matters.
• Coordinate with external professionals such as accountants, surveyors and tax lawyers when required.
• Track the progress of assigned cases and maintain consistent follow-up on outstanding actions.
• Help ensure relevant application and authority deadlines are met.
• Maintain accurate, organised and up-to-date client records.
• Escalate relevant client or processing issues to the appropriate internal team when necessary.
• Maintain effective communication with clients, colleagues and other stakeholders throughout the process.