Support Associate III

Support Associate III

Category:
Business Analysis (functional and technical) Main location:
United States, Texas, El Paso Position : J

Employment Type:

Full Time U.S.

- CGI Federal roles - Visa and Passport

CGI Federal is looking for experienced Support Associates to support the El Paso Passport Agency. The ideal candidates should possess excellent communication skills, have experience in working with customers in a front facing capacity, and have the ability to work as a team 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 corresponding supporting documents.

• Box and archive files for storage purposes.

• 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 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-greets," 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 a SharePoint application.

• Per the 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.

• 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) 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
Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Government Level clearance is required.
Hourly Rate: $20.47/hour, plus $5.09/hour towards benefits

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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,…