Support Associate III

About the role

CGI Federal is seeking experienced Support Associates to support the Colorado Passport Agency. The ideal candidate should have excellent communication skills, experience working with customers, and the ability to work in a fast-paced team environment.

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 prior to 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 maintain constant awareness of all aspects of internal and external security.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in a SharePoint application.
• 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 desired; High School equivalency required
• Four years of general office experience: follow a number of specific procedures in completing several clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; simple posting to individual accounts; opening mail; running mail through metering machines; and calculating and posting charges to departmental accounts
• Three years of experience utilizing a variety of office software, specifically Microsoft Office
• Capable of performing tasks while maintaining a high level of accuracy
• 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
• US citizenship and an ability to obtain an MRPT clearance is required.

Benefits

• 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.
• 401(k) Plan and Profit Participation for eligible professionals
• Additional benefits determined by your Service Contract Act: Paid Time Off (PTO) Paid Federal Holidays Health & Welfare Benefits