- Prepare and mail envelopes with correct passport and corresponding supporting documents.
- Box and archive files for storage purposes
- Operate equipment for scanning, image review, book print, quality control, and metering mail.
- When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality.
- Process refund/reimbursement requests.
- Generate a credit card payments and distribute completed batches to the cashier's office.
- Participate in customer service outreach activities.
- Assist with acceptance agent training: prepare training materials, conduct "meet-and- greets," set-up training sessions, conduct office tours, etc.
- Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
- Distribute newsletters and any other correspondence to staff.
- Contact applicants to request necessary documents.
- Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender, Rewrites and Re-issues, and re-batch into the system.
- Review Passport application data to ensure information is recorded accurately into DOS systems.
- Handle complaint letters/phone calls.
- As requested by DOS Passport Specialist, perform administrative review on suspended applications.
- Verify all applications to determine the proper payment for expedite service.
- Perform Quality Control in verifying that application data matches Passport processing data.
- Assist in training lower level Support Associates in job functions, duties, and tasks.
- Assist with "not issued cases" including photocopy of application and attachments, set up of application to be abandoned, and forwarding hard copies to requesting Agency.
- Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies under the direction of the CSM.
- Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled.
- When not directly assisting Customer Service, serve as a member of NPIC search team.
- Conduct research on Passport cases by gathering information from a variety of sources. Provide recommended findings in a clear and concise manner that summarize the information gathered and identified during research.
- Perform analyses on passport cases being suspended to identify trends that may be useful in future research. Identify errors and areas for improvement in memos associated with these applications.
- Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures
- Capable of performing repetitive tasks while maintaining a high level of accuracy
- Bachelor's Degree (OR) 4 years of experience as a Support Associate Level II or III (or) 4 years of experience data entering in a high volume production environment
- Four years of general office experience, including three years of experience with Microsoft Office
- Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Secret clearance is required.
- Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.
- Paid Time Off (PTO)
- Paid Federal Holidays
- Health & Welfare Benefits
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Passport Support Associate III - Minneapolis, United States - CGI Group, Inc.
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Description
Passport Support Associate IIIPosition Description
CGI Federal is looking for outgoing, experienced Support Associates to join our team.
The ideal candidates should possess excellent communication skills, have experience in customer service, and be able to work as a team in a fast paced environment.
This position processes highly sensitive and confidential information. Experience with contracts and processing is preferred.Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required. The selected candidate must be able to frequently lift and carry up to 45lbs. This position may require long hours of standing.
As a result, the selected candidate will be expected to be able to stand and walk around the worksite for the entirety of their shift.
Your future duties and responsibilitiesThe Support Associate Level III provides support to the Government staff and performs accounting functions, prepares letters, reports and specialized correspondence.
Anticipated tasks include, but are not limited to, the following:o At the Information Station, ensure appointment is scheduled;
o Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication;
o Ensure the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information.
DESIRED QUALIFICATIONS
List items desired for the Candidate, but not required.
Minimum Education Required:
Bachelor's Degree
Hourly Rate: 21.53/hour
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role.
skill set level; experience and training; and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case.
At CGI Federal we call our professionals "members" to reinforce that all who join our team are owners and empowered to participate in the challenges and rewards that come from building a world-class company
CGI Federal's benefits include:
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category.
Additional benefits determined by your Service Contract Act:
#PassportUS
#IAF
#passportMN
Together, as owners, let's turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...
You are invited to be an owner from day 1 as we work together to bring our Dream to life.
Your work creates value.
You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last.You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team-one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job.
We make it easy to translate military experience and skills Click here to be directed to our site that is dedicated to veterans and transitioning service members.
Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check.
CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.