Support Associate III

Position Description

CGI Federal is seeking Support Associates with strong communication skills and experience in customer service to join their team. Ideal candidates should be able to work in a fast-paced environment and handle sensitive information.

About the role

This position involves processing sensitive information and working with Passport applicants. It requires frequent lifting and carrying, standing for long periods, and obtaining a Moderate Risk Public Trust clearance due to government contract requirements.

Responsibilities

• Prepare and mail envelopes with correct passport and supporting documents.
• Box and archive files for storage purposes.
• Interface with Passport applicants at information and will-call counters.
• Operate equipment for scanning, image review, book print, quality control, and metering mail.
• Process refund/reimbursement requests.
• Generate credit card payments and distribute completed batches to the cashier’s office.
• Participate in customer service outreach activities.
• Aid in acceptance agent training.
• Maintain and catalog electronic records of passport acceptance facilities.
• Distribute newsletters and other correspondence to staff.
• Contact applicants to request necessary documents.
• Resolve application discrepancies, including Return to Sender, Rewrites, and Re-issues.
• Review Passport application data to ensure accuracy.
• Handle complaint letters/phone calls.
• Assist with administrative review on suspended applications.
• Verify all applications for proper expedite service payment.
• Perform Quality Control to verify application data matches Passport processing data.
• Aid in training lower level Support Associates.
• Assist with “not issued cases” including photocopying, setting up abandoned applications, and forwarding hard copies.
• Communicate with stakeholders, such as Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies.
• Identify and report trends or patterns in inquiry volumes/nature.
• Conduct research on Passport cases and provide recommendations.
• Identify errors and areas for improvement in memos associated with suspended applications.

Requirements

• Ability to remain flexible and adapt under pressure in stressful situations.
• Capable of performing repetitive tasks with high accuracy.
• Bachelor’s Degree OR 4 years of experience as a Support Associate Level II 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.
• US Citizenship and ability to obtain a Moderate Risk Public Trust clearance is required.

Qualifications

• Ability to remain flexible and adapt under pressure in stressful situations.
• Capable of performing repetitive tasks with high accuracy.
• Bachelor’s Degree OR 4 years of experience as a Support Associate Level II 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.
• US Citizenship and ability to obtain a Moderate Risk Public Trust clearance is required.

Skills

• Excellent communication skills.
• Experience in customer service.
• Teamwork in a fast-paced environment.
• Handling sensitive information.
• Microsoft Office proficiency.
• High accuracy in repetitive tasks.

Benefits

• Eligibility to participate in an attractive Share Purchase Plan (SPP).
• 401(k) Plan and Profit Participation.
• Health & Welfare Benefits.

Pay

The hourly rate for this position is $21.20/hour. CGI provides reasonable accommodations for qualified individuals with disabilities.

Schedule

The schedule for this position is typically full-time, with occasional overtime as needed.