Support Associate Level III - 2nd Shift

About the role

CGI Federal is seeking experienced Support Associates to join our team. The ideal candidates should have excellent communication skills, experience in customer service, and the ability to work in a fast-paced environment. This position involves processing sensitive and confidential information.

Responsibilities

• Prepare and mail envelopes with correct passport and corresponding supporting documents.
• Interface with Passport applicants at Agency/Center information and will-call counters.
• Ensure appointments are scheduled; review Passport application, photograph, identification, and supporting documentation for completeness; ensure compliance with passport requirements; provide fee information.
• Operate equipment for scanning, image review, book print, quality control, and metering mail.
• Generate credit card payments and distribute completed batches to the cashier’s office.
• Participate in customer service outreach activities.
• Aid in acceptance agent training: prepare training materials, conduct meet-and-greets, set-up training sessions, conduct office tours, etc.
• 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, and re-batch into the system.
• Review Passport application data to ensure accurate recording into DOS systems.
• 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 in job functions, duties, and tasks.
• Assist with “not issued cases” including photocopy of application and attachments, setup 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.
• Identify and report trends or patterns in the volume or nature of inquiries handled.
• Conduct research on Passport cases by gathering information from various sources.
• Provide recommended findings in a clear and concise manner summarizing 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.
• To be successful in this role, one must be able to obtain a Moderate Risk Public Trust clearance due to the nature of the government contract requirements and/or clearance requirements.

Qualifications

• US Citizenship is required.
• The selected candidate must be able to frequently lift and carry up to 45lbs and stand for long periods of time.

Skills

• Excellent communication skills.
• Experience in customer service.
• Teamwork in a fast-paced environment.
• Knowledge of contracts and processing.

Benefits

• Eligibility to participate in an attractive Share Purchase Plan (SPP).
• 401(k) Plan and Profit Participation.
• Health & Welfare Benefits.
• PTO.
• Paid Federal Holidays.
• Additional benefits determined by your Service Contract Act.

Pay

Hourly Rate: $21.49/hour

Schedule

Hours may vary based on department needs.