Support Associate Level III

Job Description

Job Description

Technical and Project Engineering, LLC (TAPE) is a government contractor whose mission is to generate innovative solutions for our government customers. 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. Experience with contracts and processing is preferred.

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.

JOB SUMMARY:

The Support Associate Level III provides support to the Government staff and performs accounting functions, prepares letters, reports and specialized correspondence. Anticipated tasks include, but are not limited to, the following:

ESSENTIAL FUNCTIONS:

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:
o At the Information Station, ensure appointment is scheduled;
o Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication;
o Ensure the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information.
• Operate equipment for scanning, image review, book print, quality control, and metering mail.
• When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality.
• Process refund/reimbursement requests.
• Generate a credit card payments 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- greets,” set-up training sessions, conduct office tours, etc.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Distribute newsletters and any other correspondence to staff.
• Contact applicants to request necessary documents.
• Per the guidance of DOS Passport Specialists, 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/phone calls.
• As requested by DOS Passport Specialist, perform administrative review on suspended applications.
• Verify all applications to determine the proper payment for expedite service.
• Perform Quality Control in verifying 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, set up of application to be abandoned, and forwarding hard copies to requesting Agency.
• Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies under the direction of the CSM.
• Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled.
• When not directly assisting Customer Service, serve as a member of NPIC search team.
• Conduct research on Passport cases by gathering information from a variety of sources. Provide recommended findings in a clear and concise manner that summarize the information gathered and identified during research.
• Perform analyses on passport cases being suspended to identify trends that may be useful in future research. Identify errors and areas for improvement in memos associated with these applications.

EDUCATION AND EXPERIENCE:

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 of experience with Microsoft Office
• Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Secret clearance is required.

KNOWLEDGE/SKILLS/ABILITIES:

Preferred knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport
Ability to learn and recall information about Passport application procedures and the laws and regulations pertaining to Passport requirements
Ability to demonstrate excellent customer service skills and effectively communicate with a wide audience
Ability to comprehend and communicate the requirements for a Passport in a professional and courteous manner both over the telephone and n-person
Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 45 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:
All employees are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety-conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate. The safe use of TAPE equipment, as well as safe practices while on TAPE property, is essential.

DISABILITY SPECIFICATIONS:
TAPE will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
EOE, Including Disability/Vets