VN-US10-2026-060 - Senior Project Associate (TLP Repayment)

Introduction

This position is open to "Internal, Separated Staff, and External Applicants”

IOM provides comprehensive support to the USRAP, including case processing, migration health assessments, cultural orientation training, organized transportation, and administration of the travel loan and collections program. The Department of Mobility Pathways and Inclusion (MPI), through the Resettlement and Movement Management Division (RMM), holds organizational responsibility for providing direction, oversight, and guidance to IOM’s worldwide support for all resettlement programs.

​​Under the direct supervision of the Senior TLP Associate and the overall supervision of the Head of USRAP TLP, the incumbent is responsible for contacting TLP Participants ("migrants holding TLP accounts") for all matters related to any outstanding debt or paid in full loan, guided by IOM’s principles, while following applicable federal, state, and regulatory guidelines and laws.

Responsibilities and Accountabilities

• Supervise a team of up to 7 staff undertaking Travel Loan repayments under the Contact Center pillar.
• Provide training and guidance to other team members on the use of the systems associated with TLP repayment operations.
• Support team members by coaching, following up and responding to complex cases as needed by the team.
• Through oversight of quality check (QC) measures, ensure staff members are adhering to appropriate scripts, following all SOPs and complying with federal and state laws as well as Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA)
• Performs various skip tracing techniques to locate right parties to negotiate payment arrangements.
• Update the Collect! with new information, record all contact results or dispositions, as well as take down any relevant notes about the contact and place them into the case notes section of the LMS.
• Support the National TLP Repayment Officer for any technical support needed from the Collect! service provider.
• Assist in processing incoming payments directly received from Participants or re-directed by the lockbox facility.
• Undertake duty travel as required and delegated to participate in meetings, trainings and other programme activities.
• Flexibility to work outside standard business hours as needed to provide supervision and support for team members working on shifts.Demonstrate an in-depth understanding of applicable SOPs, related systems and databases, and IOM Standards of Conduct. Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with SOPs, Standards of Conduct and relevant data protection rules.
• Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Alert the supervisor or management of any non-compliance to SOPs, RMM Protection Mainstreaming Minimum Standards or IOM Standards of Conduct by IOM personnel or partners.

Perform other related duties as assigned

Required Qualifications and Experience

EDUCATION

• Bachelor’s degree with four years of relevant professional experience; or
• Secondary education with six years of relevant professional experience.

EXPERIENCE

SKILLS

• Computer/software literate with good knowledge of Microsoft Office.
• Excellent interpersonal and communication skills to engage respectfully with diverse populations and handle sensitive financial discussions.
• Ability to communicate complex information in a clear, concise, and culturally appropriate manner.
• Proven ability to identify, analyse, and resolve operational or technical issues efficiently, ensuring minimal disruption to processes.

SECTION 5

Languages

REQUIRED

• Fluency in English is required (oral and written)

DESIRABLE

• Fluency in one (or more) of the following languages is a strong advantage: Spanish, Arabic, Swahili, Somali, Rohingya/Burmese, French, Ukrainian, Russian, Thai.

Required Competencies

Values - all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – Behavioural indicators (Level 1)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

• Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
• This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
• This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
• Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable.
• IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
• IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
• IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.