Personnel Employment Assistant II

About the role

The Personnel Assistant II (Identity Credentialing Specialist) provides professional customer service and administrative support in a secure credentialing environment. This position verifies customer identity, processes credential applications and updates, maintains electronic records, and ensures compliance with established organizational policies, security requirements, and operating procedures.

Responsibilities

• Verify customer identity and eligibility using authorized credentialing and enrollment systems.
• Process new credential requests, renewals, replacements, updates, and related administrative transactions.
• Review applications and support documentation for completeness, accuracy, and compliance with established procedures.
• Enter, update, and maintain electronic records with a high degree of accuracy.
• Aid customers with application requirements, documentation, and eligibility questions.
• Process credential maintenance transactions, including password resets, certificate updates, and account maintenance, as authorized.
• Operate credential production equipment, scanners, cameras, printers, computers, and other office equipment.
• Perform basic user-level maintenance and troubleshooting of office equipment.
• Protect sensitive and confidential information in accordance with applicable privacy and security requirements.
• Maintain accountability of controlled materials, supplies, and equipment.
• Respond to customer inquiries by telephone, email, and in person in a professional and courteous manner.

Qualifications

• High school diploma or equivalent.
• Minimum one (1) year of experience in customer service, administrative support, records management, human resources, office administration, or a related field.
• Experience using computerized information systems for data entry and record maintenance.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Strong organizational, communication, and customer service skills.
• Must be able to successfully complete all required background screening and maintain eligibility for access to secure systems and facilities.

Desired Qualifications

• Experience in identity management, credentialing, records administration, or document verification.
• Experience working in a highly regulated or security-focused environment.
• Experience providing face-to-face customer support in a high-volume office.
• Experience using enterprise database applications.

Benefits

This position is covered by the McNamara-O'Hara Service Contract Act (SCA). Compensation, benefits, and applicable health and welfare requirements are administered in accordance with the applicable U.S. Department of Labor Wage Determination. To learn more about Serco's benefits, visit: https://careers.serco-na.com/us/en/what-we-offer.