Support Associate Level IV at Confidential Washington DC

Position Overview Support Associate Level IV – Confidential – Washington DC. Under direct supervision of the Contract Management Team, provide clerical and repetitive manual functions to support the customer service and adjudication departments. Perform processing functions using office equipment and the TDIS-PD and PRISM computer operating systems, including document batch creation, imaging, data entry, printing, mailing, and quality control for passport and related documents. Key Responsibilities Support government staff and perform accounting functions, prepare letters, reports, and specialized correspondence. Receive undeliverable passports, request issued applications from QC, research mailing problems, and assist applicants with questions. Respond to inquiries from Congress, Headquarters, the White House, and other government agencies. Maintain and research Potentially Fraudulent Birth Document (PFBD) cases, provide preliminary recommendations, and maintain related databases. Train lower‑level Support Associates and improve training processes. Operate high‑speed scanning, mail‑out, and metering equipment; generate mailing labels; fill and seal envelopes correctly. Box, archive, and retrieve application files; assemble third‑party mail; perform document sequencing and filing functions. Operate scanning equipment and biological hood with HEPA filter to open mail. Serve as the interface with passport applicants at information stations, schedule appointments, review applications, and ensure compliance with passport requirements. Distribute passports to applicants, compare customer identification to passport images, and accept third‑party pickups. Perform data entry and operate equipment for book printing, quality control, and mail‑out. Print passports at rates of 50–65 per hour using a four‑printer pod, review printed books for accuracy. Use TDIS to determine quality of prepared passports, activate chips, and scan images into government systems. Conduct searches for customer applications, troubleshoot information screens, and contact customers by phone for verification. Create routine and expedited TDIS batches, prepare informational request letters (IRLs) and final notice letters, and process refund/reimbursement requests. Use a purging application for mature files and participate in customer service outreach events. Serve as the customer interface for passport information to the public, acceptance facilities, town clerks, law enforcement, applicants, and other government agencies. Assist with acceptance agent training, prepare materials, conduct meet‑and‑greets, and coordinate training sessions. Photocopy newsletters and materials, coordinate folding, stuffing, sealing, and mail‑out, and update acceptance facility databases. Prepare and mail certificates of attendance for trained acceptance agents. Prepare application instructions for non‑receipt of a passport and corrections of issued passports. Contact applicants to request necessary documents and return personal documentation. Resolve undeliverable mail items through customer contact and document actions in SharePoint. Coordinate with cashier’s office and Passport Specialist for re‑issuance processes. Generate and send IRLs to resolve application discrepancies including Return to Sender, rewrites, re‑issues, and re‑batching. Assist with special projects as requested by the Government. Relieve the receptionist during lunch/ breaks to answer administrative telephones. Review all passport application data to ensure accurate entry into DOS systems. Assist in removal of suspended cases, including documentation, faxing, and file maintenance. Handle complaint letters and phone calls, respond to urgent applicant requests under Director guidance. Perform administrative review on suspended applications, affix suspense tags, and update TDIS screens. Generate IRLs, emails, or phone calls to expedite fee or application response applicants. Verify proper payment for expedited services and attach proper paperwork to continue the EF/AR process. Serve on the NPIC search team when not assisting customer service. Conduct research on passport cases, gather information from applications, documents, databases, and written recommendations. Analyze suspended passport cases to identify trends and recommend improvements. Act as a temporary Section Leader for up to two weeks if a Section Leader is absent. Required Qualifications Bachelor’s Degree or 4 years of experience as a Support Associate Level II or III. Four years of experience in a high‑volume production data‑entering environment. Six years of general office experience, including four years with MS Office (Word, PowerPoint, Excel, Outlook). U.S. citizenship and MRPT clearance. Good hand‑eye coordination, ability to perform repetitive tasks with high accuracy, lift and move up to 30 lb. Strong customer service and communication skills, both oral and written. Ability to multitask, maintain composure under stress, and work in a one‑location office. Basic data entry, filing, and file retrieval skills. Capacity to learn passport application procedures and related laws and regulations. Background investigation and CGI credit check required. Desired (Optional) Qualifications Knowledge of laws, rules, and regulations concerning U.S. passport eligibility and issuance. Compensation Hourly Rate: $24.80/hour. Compensation decisions are based on skill set, experience, and certifications. Pay range is determined by the facts and circumstances of each case. Benefits Paid Time Off (PTO) and Paid Federal Holidays. Health & Welfare Benefits. Eligibility to participate in a Share Purchase Plan (SPP) with dollar‑for‑dollar matching (up to a maximum). 401(k) Plan and Profit Participation for eligible members. Equal Opportunity Statement Qualified applicants will receive equal consideration for employment regardless of race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military or veteran status, marital status, sexual orientation, gender identity, genetic information, or any other protected status. CGI provides reasonable accommodations to qualified individuals with disabilities. All hiring decisions are made in accordance with applicable federal, state, and local laws. #J-18808-Ljbffr Clough AMEC.