Support Associate III

Position Description

CGI Federal is seeking experienced Support Associates to assist the Boston Passport Agency. Candidates should possess excellent communication skills, customer service experience in a front‑facing capacity, and the ability to thrive as a team member in a fast‑paced environment.

• Operate high‑speed scanning, mail‑out, and metering equipment.
• Prepare and mail envelopes containing passports and supporting documents.
• Box and archive files for storage.
• Interface with passport applicants at Agency/Center Information and Will‑Call counters: schedule appointments, review applications and documentation for completeness, verify application and passport compliance, provide fee information, print and review passport books for accuracy, process refund/reimbursement requests, generate credit‑card payments, verify completed transactions, run designated reports.
• Assist with Acceptance Agent training: prepare training materials, conduct meet‑and‑greet sessions, set up training sessions, conduct office tours.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents, resolve undeliverable mail items, and generate correspondence to resolve application discrepancies per guidance of DOS Passport Specialists.

• HS diploma or GED.
• Three years of general office experience: coding, filing, mail opening, metering, and posting charges.
• Two years of experience utilizing Microsoft Office.
• Capable of performing tasks while maintaining a high level of accuracy.
• Ability to work in one place and traverse the office on a continuing basis.
• Must maintain constant awareness of all aspects of internal and external security.
• Successful completion of CGI Background Investigation: 50‑State Criminal, Education and Employment checks; credit and/or driving records checks if required by contract for continued employment.
• US citizenship required; ability to obtain MRPT clearance required.
• Selected candidates must be able to frequently lift and carry up to 45 lbs. The position may require long hours of standing and walking around the worksite for the entirety of the shift.

Hourly Rate: $23.84/hour

• Share Purchase Plan (SPP) – dollar‑for‑dollar matches up to a maximum for job category.
• 401(k) Plan and Profit Participation for eligible professionals.
• Paid Time Off (PTO).
• Paid Federal Holidays.
• Health & Welfare Benefits.

Qualified applicants will receive consideration for employment without regard to 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.

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Background investigation components can vary dependent upon specific assignment and or level of US government security clearance held. Dependent upon role and or federal government security clearance requirements,…