Passport Support Associate III

Join to apply for the Passport Support Associate III role at CGI
.

Position

Description:

CGI Federal seeks experienced Support Associates to assist the Detroit Passport Agency. Candidates should possess excellent communication skills, have experience in front‑facing customer service, and the ability to work collaboratively in a fast‑paced environment.

• Operate various equipment for high‑speed scanning, mail‑out, and metering of mail.
• Prepare and mail envelopes with correct passport and supporting documents.
• Box and archive files for storage purposes.
• Interface with passport applicants at Agency/Center Information and Will‑Call counters:
  • Ensure appointment is scheduled at the Information Station.
  • Review passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
• Ensure the application and documents comply with Passport requirements; photograph meets Passport standards, and customer is provided fee information.
• Prior to distributing to applicants, print and review passport books for accuracy and quality.
• Process refund/reimbursement requests.
• Generate a credit card payment from the applicant and distribute completed batches to the Cashier’s Office; verify all completed transactions and run designated reports.
• Assist with Acceptance Agent training: prepare training materials, conduct “meet‑and‑greet” sessions, set up training sessions, conduct office tours, etc.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in SharePoint.
• Per guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including Return to Sender (RTS), rewrites and re‑issues, and re‑batch into the system.

• Bachelor’s Degree.
• Four years of general office experience, including coding and filing documents in an extensive alphabetical file; posting to individual accounts; opening mail; running mail through metering machines; and calculating and posting charges to departmental accounts.
• Three years of experience using 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.
• Ability to successfully complete the CGI Background Investigation and related checks; credit and/or driving records check may be required if contract requires.
• US citizenship and ability to obtain an MRPT clearance are required.
• Selected candidates must be able to lift and carry up to 45 lbs; position may require long hours of standing and walking around the worksite.

Hourly Rate: $21.94 per hour. CGI provides a reasonable estimate of the compensation range based on skill level, experience, training, licenses, certifications, and other factors. Compensation decisions are dependent on the facts and circumstances of each case.

• Share Purchase Plan (SPP) with company match.
• 401(k) Plan and Profit Participation.
• 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, gender, gender identity, 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.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_ You will need to reference the Position  the position in…