Support Associate Level III - 2nd Shift

Support Associate Level III - 2nd Shift

Category: Administration

Main location: United States, Arizona, Tucson

Position : J

Employment Type: Full Time

The CGI Federal role is for outgoing, experienced Support Associates who possess excellent communication skills, experience in customer service, and the ability to work as part of a fast‑paced team. This position processes highly sensitive and confidential information and requires experience with contract processing. Due to the nature of the government contract requirements and clearance requirements, US citizenship is required and the selected candidate must be able to frequently lift and carry up to 45 lbs.

The position may require long hours of standing; the employee will be expected to stand and walk around the worksite for the entirety of their shift.

• 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, the photograph meets passport standards, and the customer is provided fee information.
• Operate equipment for scanning, image review, book printing, quality control, and metering mail.
• When operating a four‑printer pod, print passports at a rate of 50 to 65 passports per hour and review printed books for data accuracy and product quality.
• Process refund/reimbursement requests.
• Generate a credit card payment batch and distribute completed batches to the cashier’s office.
• Participate in customer service outreach activities.
• Assist with acceptance agent training: prepare training materials, conduct “meet‑and‑greet,” set‑up training sessions, conduct office tours, etc.
• Assist 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, including return to sender, rewrites and re‑issues, and re‑batch into the system.
• Review Passport application data to ensure information is recorded accurately into DOS systems.
• Handle complaint letters and phone calls.
• Perform administrative review on suspended applications as requested by the client.
• Verify all applications to determine the proper payment for expedite service.
• Perform quality control to verify that application data matches Passport processing data.
• Assist in training lower level Support Associates in job functions, duties, and tasks.
• Assist with “not issued” cases, including photocopy of application and attachments, setup of application to be abandoned, 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 the direction of the client.
• Identify and report trends or patterns in the volume or nature of inquiries handled.
• When not directly assisting Customer Service, serve as a member of the NPIC search team.
• Conduct research on Passport cases by gathering information from a variety of sources and provide recommended findings in a clear and concise manner that summarizes the information gathered and identified during research.
• Perform analyses on passport cases being suspended to identify trends that may be useful in future research and identify errors and areas for improvement in memos associated with these applications.

• 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 III (or) 4 years of experience data entering in a high volume production environment.
• Four years of general office experience, including three years…