Support Associate II; 2nd Shift

Job order - J - Permanent Full Time

Title Support Associate II (2nd Shift)

Category Administration

City Tucson, Arizona, United States

CGI Federal is looking for experienced Support Associates to support the Tucson 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. Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required.

The selected candidate must be able to frequently lift and carry up to 45lbs. This position may require long hours of standing. As a result, the selected candidate will be expected to be able to stand and walk around the worksite for the entirety of their shift.

• 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 and that the 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;
  • Generate correspondence to resolve application discrepancies, including Return to Sender (RTS), Rewrites and Re‑issues, and re‑batch into the system as directed by the DOS Passport Specialists.

• Follow specific procedures in completing several clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file, simple posting to individual accounts, opening mail, running mail through metering machines, and calculating and posting charges to departmental accounts.
• HS diploma or GED.
• Three years of general office experience.
• Two years of experience utilizing a variety of office software, specifically 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.
• US citizenship required and an ability to obtain an MRPT clearance due to government contract requirements and/or clearance requirements.

• A basic knowledge of the current TDIS computer system and ability to determine the quality and correctness of prepared passports, while maintaining issued applications in an orderly and traceable fashion.

Hourly Rate: 19.15/hour

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar‑for‑dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible members.
• Paid Time Off (PTO).
• Paid Federal Holidays.
• Health & Welfare Benefits.

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, military and veteran status, marital status, sexual orientation or perceived…