Support Associate IV - Foreign Language (Spanish

Bilingual (English/Spanish) Support Associate

Position

Description:

Under the direct supervision of the CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing the various duties in the Customer Service Department, including translation and Spanish speaking requirements as needed. The employee is also expected to 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. This position is located in our Charleston, SC office with work performed at client site in Charleston, SC.

Your future duties and responsibilities:

• Provide support to the Government staff and performs accounting functions, prepares letters, reports and specialized correspondence.
• Assist with any Spanish speaking needs and or required translation of correspondence and/or documents.
• Receive undeliverable Passports, requesting issued applications from QC, and researching mailing problems, assist in researching questions with applicants, and other issues requiring more senior-level expertise.
• Assist the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, White House, and other Government agencies.
• Assist in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD). Provide research and preliminary recommendations concerning PFBD.
• Maintain various PFBD data bases PFBD CPC data base, PFBD SharePoint site.
• Assist in training lower level Support Associates in the essential job functions, helping to constantly improve the training processes and procedures.
• Operate various equipment for high speed scanning, mail out, and metering mail.
• Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents.
• Box and archive files for storage purposes.
• Receive and assemble third-party mail.
• Follow a pre-set pattern for document sequencing.
• Perform searching and filing functions, file and/or retrieve application packages from file cabinets.
• Operate scanning equipment and biological hood HEPPA filter to open mail.
• Interface with Passport applicants at Agency/Center information and will-call counters. At the Information Station, ensure appointment is scheduled; review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication. Ensure the application and documents complies with passport requirements, photograph meets pa

Required qualifications to be successful in this role:

• 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.
• ALL CANDIDATES must pass a pre-employment language assessment measuring their proficiency in speaking, reading, and writing, in Spanish. Candidates must score at an Advanced Level on the pre-employment assessment administered by ALTA Language Services to remain eligible for consideration for the position.

Hourly Rate: $22.03/hour

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors including but not limited to: skill set level, relevant experience and training, and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case. CGI Federals benefits are offered to eligible professionals on their first day of employment to include:
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category 401(k) Plan and Profit Participation for eligible professionals Additional benefits determined by your Service Contract Act:
Paid Time Off (PTO) Paid Federal Holidays Health & Welfare Benefits

Skills:

• Customer Service & Support
• Data Entry
• Detail-oriented

What you can expect from us:
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