Customer Service Specialist III

About the role

The New York Passport Agency is seeking experienced Support Associates to assist with various administrative tasks and customer interactions.

Responsibilities

• Operate various equipment for high-speed scanning, mail out, and metering of mail.
• Prepare and mail envelopes with correct passport and corresponding supporting documents.
• Interface with passport applicants at Agency/Center Information and Will-Call counters:
• Ensure appointment is scheduled;
• Review passport application, photograph, identification and supporting documentation for completeness before adjudication;
• Ensure the application and documents comply with Passport requirements, photograph meets Passport standards, and customer is provided fee information.
• Print and review passport books for accuracy and quality.
• Process refund/reimbursement requests.
• Generate a credit card payment from the applicant and distribute completed batches to the Cashier’s Office.
• Verify all completed transactions and run designated reports.
• Assist with Acceptance Agent training:
• Prepare training materials,
• Conduct “meet-and-greets,”
• Set-up training sessions,
• Conduct office tours, etc.
• Affix to CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in a SharePoint application.
• Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender (RTS), Rewrites and Re-issues, and re-batch into the system.

Requirements

• Bachelor’s Degree
• Four years of general office experience
• Three years of experience utilizing a variety of office software, specifically Microsoft Office
• Ability to perform tasks while maintaining a high level of accuracy
• Ability to work in one place and traverse the office on a continuing basis
• Maintain constant awareness of all aspects of internal and external security
• Successfully complete the CGI Background Investigation to include: 50 State Criminal, Education and Employment checks; additionally, your ability to successfully complete a Credit and/or Driving Records check may be conducted if required by the contract for continued employment

Qualifications

• To Be Successful In This Role
• Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and an ability to obtain an MRPT clearance is required.

Benefits

This position may require long hours of standing, so candidates will be expected to stand and walk around the worksite for the entirety of their shift.

Pay

Hrourly Rate: $23.00/hour

Schedule

Details on the schedule will be provided during the interview process.