Support Associate IV

About the role

Under the direct supervision of the Contract Management Team, perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, perform various processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents. Utilize the current TDIS-PD and PRISM computer operating system to include creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, and sorting and affixing postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications.

Responsibilities

• Receive undeliverable Passports, requesting issued applications from QC, and researching mailing problems
• Aid in assisting Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies
• Aid in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD)
• Provide research and preliminary recommendations concerning PFBD
• Maintain various PFBD data bases
• Potentially train lower level Support Associates in the essential job functions
• Operate various equipment for high speed scanning

Requirements

To be successful in this role, EDUCATION/EXPERIENCE: 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, and; Six (6) years of general office experience, including; Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

Qualifications

• Good hand-eye coordination
• 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, such as: lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un-stapling, paper-clipping, book printing, sorting, filing, and reading
• Ability to multi-task while paying attention to detail and accuracy
• Ability to work in one place and traverse the office on a continuing basis
• Ability to provide basic customer service

Desired qualifications/non-essential skills required

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