Passport Acceptance Agent

Responsibilities

• Assists residents in obtaining a United States passport; familiar with all aspects of passport document look-up operations.
• Processes passport applications and takes passport photos (when available) following procedures established by the U.S. Department of State.
• Answers incoming phone calls and greets walk-in patrons; provides general information to the public, answers questions, and provides specific information about passport issues.
• Contacts applicants to request necessary documents and ensures appointments are scheduled.
• Responsible for financial transactions needed for processing passport applications and issues customer receipts.
• Acts as an acceptance agent for the U.S. Department of State processing passport applications, checking documentation, verifying identity, swearing in applicants, and collecting fees.
• Verifies all applications to determine the proper payment for requested services and verifies proper identification of applicants.
• Prepares transmittal documents for passports, applications, and payments for delivery to the U.S. Department of State.
• Identifies and takes initiative to report trends or patterns in the volume or nature of inquiries handled.
• Performs tracking of submitted passport applications.
• Provides Notary Service to patrons.
• Performs all work duties and activities in accordance with applicable State statutes and County policies, procedures, and safety practices.
• Monitors and requests supplies for passport services.
• Organizes and maintains filing systems; maintains records related to the passport section; performs routine office support duties.
• Works on special projects as assigned.
• Attends training sessions hosted by the U.S. State Department as needed and approved by Library Director.
• Supports other units with tasks as needed; serves as support for circulation desk when needed.
• Answers library users' policy questions regarding overdue materials, reserving material and related policies; refers library users requiring professional assistance to the appropriate staff.
• Troubleshoots computer software and hardware problems in a Windows‑based environment.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Works a flexible schedule including evenings and weekends.
• Regular and timely attendance is required.

• Associate degree, with three years of general office experience, plus experience utilizing a variety of office software, specifically Microsoft Office; or any equivalent combination of experience and training.
• Must become a certified passport acceptance agent by the U.S. Department of State and a Notary of Texas within the first month of employment; must have U.S. citizenship, ability to obtain required clearance, and be insurable by agency insurance carrier.
• Valid Texas driver's license, proof of insurance, and adequate transportation required.
• Strong customer service, communication, and interpersonal skills with a positive attitude and flexibility.
• Ability to quickly master new computer applications; strong, accurate data entry skills; attention to detail.
• Ability to organize, multitask, prioritize, and work under pressure at times.
• Commitment to outstanding public service; ability to function as a team member to achieve library goals.
• Knowledge of standard office practices and procedures; proficiency in the use and maintenance of office equipment; good phone etiquette skills and understanding of phone systems.
• Knowledge of legal and regulatory provisions governing U.S. citizens and principals, systems, and operations related to the issuance of passports.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to establish appropriate professional rapport, communicate with courtesy and tact, accurately determine others’ needs, collect necessary information, and follow through when requested.
• Knowledge of computing applications—specifically Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Adobe products, and database management systems.
• Ability to handle expeditiously, accurately, and confidentially…