Passport Data Clerk III

About the role

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.

Responsibilities

• Prepare and mail envelopes with correct passport and corresponding supporting documents.
• Interface with Passport applicants at Agency/Center information and will-call counters:
• At the Information Station, ensure appointment is scheduled;
• Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication;
• Ensure the application and documents comply with passport requirements, photograph meets passport standards, and customer is provided fee information.
• 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.
• Identify errors and areas for improvement in memos associated with these applications.

Requirements

• 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

Desired Qualifications

• Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.

Pay

Hourly Rate: $20.61/hour

Schedule

Not specified