Support Associate III

Job Order J0126-0690 - Permanent Full Time Title Support Associate III Category Business Analysis (functional and technical) City El Paso, Texas, United States Job Description CGI Federal is looking for experienced Support Associates to support the El Paso 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. Responsibilities 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, photograph meets Passport standards, and 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. Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender (RTS), Rewrites and Re‑issues, and re‑batch into the system. Required Qualifications 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 LevelII (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. US citizenship and ability to obtain a Government Level clearance is required. Compensation Hourly Rate: $20.47/hour, plus $5.09/hour towards benefits. Benefits Eligibility to participate in an attractive Share Purchase Plan (SPP) wherein 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 professionals. Paid Time Off (PTO). Paid Federal Holidays. Health & Welfare Benefits. Equal Employment Opportunity 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 sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at View email address on click.appcast.io. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note that this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending on specific assignment and/or level of U.S. government security clearance held. Depending on role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge; (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer; or (c) consistent with CGI’s legal duty to furnish information. #J-18808-Ljbffr