Passport Support Associate III (Spanish Language)

Overview The Atlanta Passport Agency is seeking a Passport Support Associate III with Spanish language skills. Under the supervision of CGI management, the bilingual (English/Spanish) Support Associate supports the Customer Service Department, including translation and Spanish-speaking duties as needed. The role includes clerical and repetitive manual tasks to support customer service and adjudication, processing functions using office equipment, and mailing passport-related documents. Tasks involve using TDIS-PD and PRISM systems for document batching, imaging, data entry, book printing, mailing labels, and postage. Must perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract and/or clearance requirements. Your future duties and responsibilities The Support Associate Level III provides support to Government staff and performs accounting functions, prepares letters, reports, and specialized correspondence. Anticipated tasks include, but are not limited to, the following: Assist with Spanish-speaking needs and translation of correspondence and/or documents Receive undeliverable Passports, request issued applications from QC, research mailing problems, and assist in researching questions with applicants and other 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). Research PFBD, maintain PFBD databases (PFBD CPC data base, PFBD SharePoint site) Assist in training lower-level Support Associates in essential job functions Operate equipment for high-speed scanning, mail out, and metering mail Generate mailing labels, ensure labels match applicant identification, and prepare envelopes with correct passport and supporting documents Box and archive files for storage; receive and assemble third-party mail Follow a pre-set pattern for document sequencing; perform searching and filing functions Operate scanning equipment; use HEPPA-filtered biological hood to open mail Interface with passport applicants at Agency/Center information and will-call counters; ensure appointment is scheduled and documents are complete prior to adjudication Verify passport and supporting documents meet requirements; copy customer identification; distribute passports at will call Perform data entry and operate equipment for scanning, image review, book print, quality control, and mail processing Print passports in a four-printer pod (50–65 per hour) and review books for data accuracy Review passport product against data system information for completeness and accuracy; apply relevant laws, regulations, and procedures Use TDIS to determine quality and correctness of passports; maintain issued applications in an orderly fashion; ensure Passport chips are activated; scan images into DOS systems Perform searches and contact customers by phone for verification of mailing address or data Create routine and expedited batches in TDIS; prepare IRLs and Final Notices Process refund/reimbursement requests; generate credit card payments and distribute batches to cashier’s office Troubleshoot information from the computer system; update TDIS and Passport information as needed Use purging application for mature files; participate in customer service outreach activities Serve as customer interface for passport information to the public, acceptance facilities, law enforcement, and other government agencies Assist with acceptance agent training and prepare training materials Photocopy and coordinate materials for acceptance agent seminars; assist CSM with facility certification and databases Maintain electronic records of passport acceptance facilities Prepare and mail Certificates of Attendance for acceptance agents Distribute newsletters and other correspondence to staff Prepare applications for non-receipt and corrections of issued passports; contact applicants for documents; return personal documentation Resolve undeliverable mail items and document actions in SharePoint Coordinate with cashiers and passport specialists on re-issuance tasks Generate correspondence to resolve application discrepancies (RTS, rewrites, re-issues); re-batch in the system Assist with special projects as requested by Government; relieve receptionist for lunch/breaks as needed Review various passport applications (DS-82, DS-11, DS 5504, DS 4085, re-entry) for complete data in DOS systems Assist DOS Passport Specialists with holds removal; conduct administrative reviews and attach paperwork Handle complaint letters/phone calls; respond to urgent applicant requests under the direction of a DOS Passport Specialist Generate IRLs and emails for additional documentation requests; prepare Lookouts for CLASS system as directed Prepare correspondence for applications not issued; generate corrective correspondence for acceptance agents Interface with NPIC to resolve cases; administrative reviews on suspended applications; attach suspense tags and update TDIS as needed Verify proper payment for expedite service; attach required paperwork to continue EF/AR process Receive undeliverable Passports and resolve mailing problems; perform Quality Control verifying data matches Passport processing data Assist in training lower-level staff; communicate with acceptance facilities and stakeholders Identify trends in inquiries and conduct passport case research; summarize findings clearly Required Qualifications To Be Successful In This Role EDUCATION/EXPERIENCE: Bachelor’s Degree (or) 4 years of experience as a Support Associate Level II or III (or) 4 years of high-volume data entry experience Six (6) years of general office experience Four (4) years of experience with MS Word, PowerPoint, Excel, and Outlook All candidates must pass a pre-employment Spanish language assessment at Advanced level as administered by ALTA Language Services

OTHER QUALIFICATIONS:

Good hand-eye coordination Flexible and able to work under pressure; follow instructions and procedures Ability to perform repetitive tasks with high accuracy (lifting, standing, sealing envelopes, opening mail, sorting, filing, etc.) Multitasking with attention to detail; able to work in one location and move around the office as needed Basic customer service skills; ability to interface with the public Ability to lift up to 30 lbs.; data entry proficiency; good filing and retrieval skills Subject to CGI credit/background check and government security investigation US citizenship and MRPT clearance required; ability to learn passport procedures and laws Demonstrated excellent customer service and professional communication Ability to communicate passport requirements clearly by phone and in person EEO/Accommodations CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, please contact CGI’s U.S. Employment Compliance mailbox. This email address is for accommodations only. Other inquiries should be directed to the appropriate recruiter. All CGI offers of employment are contingent upon a successful background check. CGI may conduct various checks depending on assignment and clearance requirements. CGI will consider qualified applicants with arrests and conviction records as allowed by law. CGI is an equal opportunity employer. If applicable, remove or redact content that goes beyond job description into promotional material. #J-18808-Ljbffr CGI