Support Associate IV
hace 1 día
San Diego
Support Associate IV Category: Administration Location: San Diego, California, United States Job Description Under the direct supervision of the Contract Management Team, perform clerical and repetitive manual functions to support the customer service and adjudication departments. Perform processing functions utilizing office equipment and machinery in the preparation, processing, and mailing of passports and related documents. Use the TDIS?PD and PRISM computer operating system for document batch creation, imaging, data entry, book printing, mailing label generation, and postage application. Conduct quality checks on standard fee information and maintain U.S. Citizenship requirements. Responsibilities Receive undeliverable passports, request issued applications from QC, research mailing problems and assist applicants; handle issues requiring senior-level expertise. Assist the Government Customer Service Manager (CSM) with inquiries from Congress, headquarters, the White House, and other government agencies. Maintain applications with users who provided Potentially Fraudulent Birth Documents (PFBD); provide research and preliminary recommendations; maintain PFBD data bases and SharePoint site. Train lower?level Support Associates in essential job functions and improve training processes. Operate high?speed scanning, mail?out and metering equipment; generate and match mailing labels to applicant IDs and seal envelopes with the correct passport and supporting documents. Box and archive files for storage, receive and assemble third?party mail, and follow a pre?set pattern for document sequencing. Search and file functions: retrieve application packages from file cabinets; operate scanning equipment and biological hood HEPPA filter to open mail. Interface with passport applicants at information and will?call counters; schedule appointments, review applications, check photographs, and provide fee information. Perform data entry and operate equipment for high?speed scanning, image review, book printing, quality control, mail?out and metering. Operate a four?printer pod to print passports at a rate of 5065 passports per hour; review printed books for data accuracy and product quality. Review passport products against data system information for completeness and accuracy while applying laws, regulations, and procedures for U.S. Passport issuance. Use TDIS to determine quality and correctness of prepared passports; activate passport chips and export images to DOS data systems. Conduct searches as requested for customer applications; troubleshoot using TDIS screens; contact customers by phone to verify mailing addresses or data. Create routine and expedited batches in TDIS; prepare informational request letters (IRLs) electronically and in print; prepare final notice letters; process refund/reimbursement requests. Generate card payments and distribute completed batches to the cashiers office; verify transactions, run reports, troubleshoot information retrieval, and update TDIS screens. Use a purging application for mature files; participate in outreach activities such as naturalization ceremonies, travel shows, and college/university events. Serve as customer interface for passport information to various audiences, including the public, acceptance facilities, town clerks, law enforcement, applicants, and other government agencies. Assist with acceptance agent training: prepare materials, conduct meet?and?greets, set up training sessions, and conduct office tours. Photocopy acceptance agent and congressional newsletters; coordinate folding, stuffing, sealing, and mail?out. Prepare and mail certificates of attendance for acceptance agents who attend DOS training classes; distribute newsletters and other correspondence to staff. Prepare applications for issuance of non?receipt passports and correct issued passports; contact applicants for necessary documents; return personal documentation. Resolve undeliverable mail items by contacting the customer and documenting actions in SharePoint. Communicate with the cashiers office and coordinate with passport specialists for re?issuance of applications; generate correspondence to resolve discrepancies (RTS, rewrites, re?issues, re?batch). Assist with special projects as requested by the government; relieve the receptionist during lunch/breaks to answer administrative telephones. Review all types of passport applications (DS?82, DS?11, DS?5504, DS?4085, and re?entry) to ensure data accuracy; assist specialist with hold removal cases and maintain file systems. Handle complaint letters and phone calls; deal with urgent requests by applicants under direction of a passport specialist; perform administrative reviews on suspended applications and attach proper paperwork. Generate IRLs and emails to provide additional documentation or information to applicants; access information forms to prepare look?outs for the CLASS system. Prepare correspondence for non?issued applications and generate corrective correspondence for acceptance agents. Interface with the National Passport Information Center (NPIC) to resolve cases; perform administrative reviews on suspended applications and affix suspense tags. Verify applications for expedited service payment; attach necessary paperwork for the EF/AR process; generate IRLs, emails, or calls to expedite fee or application response applicants. Perform quality control by matching application data with passport processing data; assist in training lower?level associates. Contact acceptance facilities that bypass the lockbox provider without authorization; assist with not?issued (abandoned) cases by photocopying, faxing, scanning, and forwarding hard copies to the requesting agency. Communicate with acceptance facility program managers, stakeholders (Congressional offices, community organizations, USPS, lockbox), and record survey responses; report trends or patterns in inquiries. When not directly assisting customer service, serve as a member of the NPIC search team and conduct research on passport cases using multiple sources, summarizing findings clearly and concisely. Perform analyses on suspended cases to identify trends and suggest improvements in related memos. When required, temporarily serve as acting Section Leader for a period no longer than two weeks. Qualifications U.S. Citizenship required; MRPT clearance required. Good hand?eye coordination, ability to remain flexible under pressure, perform repetitive tasks with high accuracy (lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un?stapling, paper?clipping, book printing, sorting, filing, reading). Ability to multi?task while paying attention to detail and accuracy; work independently and within an office setting. Basic customer service skills; ability to transport up to 30 lbs.; effective and polite public interaction; good data entry and filing skills. CGI background check and government security investigation required; ability to learn and recall passport procedures and related laws and regulations. Demonstrated excellent customer service and communication skills with diverse audiences; professional and courteous demeanor over telephone and in?person. Ability to maintain composure and objectivity under stress while dealing with multiple inquiries. Desirable: knowledge and understanding of laws, rules, and regulations related to U.S. Passport eligibility and issuance. Education & Experience Bachelors Degree (or) 4 years of experience as a Support Associate Level?II or?III (or) 4 years of experience entering data in a high?volume production environment. Six (6) years of general office experience. Four (4) years of experience using office software: MS Word, MS PowerPoint, MS Excel, and MS Outlook. Benefits Hourly Rate: $24.72/hour 401(k) plan and profit participation (eligible professionals) Paid Time Off (PTO) Paid Federal Holidays Health and welfare benefits Equal Opportunity Statement Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. Additional Policies CGI will not, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. The policy pertains to employees with compensation information access in the course of their duties; the duty is not to disclose pay of other employees or applicants unless it is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, or (c) consistent with CGIs legal duty to furnish information. #J-18808-Ljbffr