Customer Service Support III

Customer Service Support III

Minneapolis, Minnesota, United States

CGI Federal is looking for outgoing, experienced Support Associates to join our team. The ideal candidates should possess excellent communication skills, have experience in customer service, and be able to work as a team in a fast‑paced environment. This position processes highly sensitive and confidential information and involves contract processing. US citizenship is required, and the selected candidate must be able to lift and carry up to 45 lbs and stand for long periods of time during the shift.

• Prepare and mail envelopes with correct passport and supporting documents.
• Box and archive files for storage.
• Interface with passport applicants at Agency/Center information and will‑call counters.
• At the Information Station, ensure appointments are scheduled.
• Review passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
• Ensure the application and documents comply with passport requirements; ensure the photograph meets passport standards; provide fee information to the customer.
• Operate equipment for scanning, image review, book printing, quality control and metering mail.
• Print passports at 50–65 per hour on a four‑printer pod and review printed books for data accuracy and product quality.
• Process refund and reimbursement requests.
• Generate credit card payments and distribute completed batches to the cashier’s office.
• Participate in customer service outreach activities.
• Assist with acceptance agent training by preparing materials, conducting meet‑and‑greets, setting up sessions, and leading office tours.
• Assist the CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Distribute newsletters and other correspondence to staff.
• Contact applicants to request necessary documents.
• Generate correspondence to resolve application discrepancies (Return to Sender, Rewrites, Re‑issues, re‑batch).
• Review application data to ensure accurate recording into DOS systems.
• Handle complaint letters and phone calls.
• Perform administrative reviews on suspended applications as requested.
• Verify all applications to determine the proper payment for expedite service.
• Perform quality control to verify application data matches passport processing data.
• Assist in training lower‑level Support Associates.
• Assist with “not issued” cases, including photocopying, setting up abandoned applications and forwarding hard copies to the requesting agency.
• Communicate with stakeholders such as congressional offices, community‑based organizations, USPS, Lockbox, and other government agencies under direction of the CSM.
• Identify and report trends or patterns in inquiries.
• Serve as a member of the NPIC search team when not directly assisting customer service.
• Conduct research on passport cases, gather information from a variety of sources, and provide recommended findings in concise reports.
• Analyze suspended passport cases to identify trends, errors, and areas for improvement.

• Ability to remain flexible, adapt under pressure, and follow established procedures.
• Capability to perform repetitive tasks with high accuracy.
• Bachelor’s degree or four years of experience as a Support Associate Level II or III (or data entry experience in a high‑volume production environment).
• Four years of general office experience, including three years with Microsoft Office.
• US citizenship and ability to obtain a Secret clearance.
• Ability to lift and carry up to 45 lbs and to stand and walk for the entire shift.
• Experience working in a fast‑paced, sensitive, confidential environment.

• Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of U.S. passports.

Hourly Rate: $23.01 per hour, plus $5.09 per hour toward benefits.

• Eligibility to participate in a Share Purchase Plan with dollar‑for‑dollar matching up to the maximum for the job category.
• 401(k) Plan and profit participation for eligible members.
• Paid Time Off (PTO).
• Paid federal holidays.
• Health and 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 or veteran status, marital status, sexual orientation or gender identity or expression, familial status, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristic required by applicable federal, state, or local laws.