Support Associate Level IV - Spanish Speaking

Job Title Support Associate Level IV – Spanish Speaking Location Washington, District of Columbia, United States Job Description Under the direct supervision of CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing duties, including translation and Spanish speaking requirements as needed. The employee also performs various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, the role performs processing functions utilizing office equipment to prepare, process, and mail passports and related documents. The position uses the current TDIS‑PD and PRISM computer operating system to create document batches, image documents, retrieve application information, perform data entry, print books, generate mailing labels, and sort and affix postage to sealed envelopes. Quality checks for standard fee information on individual applications are required. Responsibilities Assist with any Spanish speaking needs and/or required translation of correspondence and/or documents. Receive undeliverable passports, request issued applications from QC, research mailing problems, assist in researching questions with applicants, and handle issues requiring senior‑level expertise. Assist the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, White House, and other Government agencies. Assist in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD). Provide research and preliminary recommendations concerning PFBD and maintain the PFBD CPC database and PFBD SharePoint site. Assist in training lower level Support Associates in essential job functions and help improve training processes and procedures. Operate high‑speed scanning, mail‑out, and metering mail equipment. Generate mailing labels, ensure labels match applicant identification, fill, seal, and dispatch envelopes with correct passport and supporting documents. Box and archive files for storage purposes. Receive and assemble third‑party mail. Follow a pre‑set pattern for document sequencing. Perform searching and filing functions, file and/or retrieve application packages from file cabinets. Operate scanning equipment and a biological hood HEPPA filter to open mail. Interface with passport applicants at agency/center information and will‑call counters; schedule appointments, review passport applications, photographs, identification, and supporting documentation for completeness before adjudication. Required Qualifications Bachelor’s Degree or 4 years of experience as a Support Associate Level II or III, or 4 years of experience in high‑volume data entry. Six years of general office experience. Four years of experience using Microsoft Word, PowerPoint, Excel, and Outlook. Must pass a pre‑employment language assessment measuring Spanish proficiency at an Advanced level (ALTA Language Services). Good hand‑eye coordination. Ability to remain flexible and adapt under pressure in stressful situations while following instructions and established procedures. Capable of performing repetitive tasks while maintaining a high level of accuracy (lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un‑stapling, paper‑clipping, book printing, sorting, filing, and reading). Ability to multi‑task while paying attention to detail and accuracy. Ability to work in one place and traverse the office routinely. Basic customer service skills. Ability to transport up to 30 lbs. Effective and polite interface with the public. Good data entry skills. Good filing and file retrieval skills. Selected applicants will undergo a CGI credit/background check and a government security investigation. U.S. citizenship and an MRPT clearance are required. Ability to learn and recall information about passport application procedures and related laws and regulations. Effective customer service and communication skills. Desired Qualifications (Non‑essential) Knowledge and understanding of the laws, rules, and regulations pertaining to eligibility for and issuance of a U.S. passport. Compensation Hourly Rate: $25.29/hour. CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. Benefits Share Purchase Plan (SPP)—matching dollar‑for‑dollar contributions for eligible employees. 401(k) Plan and profit participation for eligible professionals. Paid Time Off (PTO). Paid Federal Holidays. Health & Welfare Benefits. Equal Employment Opportunity Statement Qualified applicants will receive consideration for employment without regard to 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, 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. Your message will be routed to the appropriate recruiter who will assist you. 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 that do not contain 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. 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. #J-18808-Ljbffr CGI Njoyn