Support Associate Level IV

Job order - J0226-0273 - Permanent Full Time Title Support Associate Level IV Category Administration City Chicago, Illinois, United States Under the direct supervision of the Contract Management Team, perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, perform various processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents. Utilize the current TDIS-PD and PRISM computer operating system to include creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, and sorting and affixing postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract requirements. Responsibilities Receive undeliverable passports, request issued applications from QC, and research mailing problems. Assist the Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies. Assist in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD) and provide research and preliminary recommendations regarding PFBD. Assist in training lower level Support Associates in essential job functions. Operate various equipment for high speed scanning, mail out, and metering mail. Generate mailing labels and ensure they match applicant identification; fill and seal envelopes with correct 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 biological hood HEPPA filter to open mail. Interface with Passport applicants at Agency/Center information and will‑call counters; schedule appointments, review applications, photographs, identification and supporting documentation for completeness. Distribute passports to the correct applicant at the will‑call station, comparing customer to passport image or accepting proper documents for third‑party pick‑up. Perform data entry. When operating a four‑printer pod, print passports at a rate of 50 to 65 passports per hour and review printed books for data accuracy and product quality. Review passport product against data system information for completeness and accuracy, constantly applying laws, regulations and procedures pertaining to the issuance of a U.S. Passport. Use TDIS to determine quality and correctness of prepared passports, maintain issued applications in an orderly and traceable fashion, ensure passport chips are activated, and accurately scan images into government‑provided data systems. Perform searches as requested for customer applications and use troubleshooting skills in connection with information given by the TDIS inquiry screens. Contact customers by phone for verification of mailing address and/or data information. Create routine and expedited batches in TDIS. Prepare Informational Request Letters (IRLs) both electronic and written. Prepare Final Notice letters. Process refund/reimbursement requests. Generate a credit card payment from the applicant and distributing completed batches to the cashier’s office; verify completed transactions and run designated reports. Update text in appropriate TDIS screen and passport application information from the computer system. Use a purging application for mature files. Participate in customer service outreach activities including, but not limited to, naturalization ceremonies, travel shows, college and university events. Serve as customer interface in providing Passport information to customers (general public, acceptance facilities, town clerks, law enforcement, applicants, other Government agencies, postal service, couriers, lock‑box vendors). Assist with acceptance agent training: prepare training materials, conduct “meet‑and‑greet” sessions, set‑up training sessions, conduct office tours, etc. Photocopy Acceptance Agent and Congressional newsletters and coordinate folding/stuffing/sealing/mail‑out. Assist CSM with passport acceptance facility certification and update corresponding acceptance facility databases. Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities. Prepare and mail Certificates of Attendance for those acceptance agents who attend training classes. Distribute newsletters and any other correspondence to staff. Prepare application for issuance of a non‑receipt of a passport and corrections of the issued passport. Contact applicants to request necessary documents. Return applicant’s personal documentation. Resolve undeliverable mail items by contacting the customer and documenting all actions taken in a SharePoint application. Communicate with the cashier’s office and coordinate with Passport Specialist assigned to re‑issuance of applications. Generate correspondence to resolve application discrepancies, including Return to Sender (RTS), Rewrites and Re‑issues, and re‑batch into the system. Assist with various special projects as requested by the Government. Relieve receptionist at lunch/breaks to answer administrative telephones. Review all types of passport application data to ensure completed basic information is recorded accurately into DOS systems. Assist Government Personnel with removal of suspended cases: review documentation, fax information, and maintain a file system. Handle complaint letters/phone calls. Deal with urgent requests by applicants under direction of a Government Specialist. Perform administrative review on suspended applications; attach proper paperwork to the application and ensure TDIS‑PD screen is updated. Generate Informational Request Letters and emails for expedite service or application response applicants. Prepare Lookouts for the CLASS system as directed by the Government Specialist. Generate corrective correspondence for acceptance agents. Interface with the National Passport Information Center (NPIC) to resolve cases. Verify all applications to determine the proper payment for expedite service. Attach proper paperwork to application to continue the EF/AR process. Contact acceptance facilities that bypass the lockbox provider without authorization. Assist with “not issued” (abandoned) cases: photocopy application and attachments, fax/scan, set up application to be abandoned, and forward hard copies to requesting Agency. Communicate with passport acceptance facility program managers under direction of the CSM. Communicate with stakeholders such as Congressional offices, community‑based organizations, USPS, Lockbox, and other Government Agencies. Collect and record survey responses. Identify and report trends or patterns in the volume or nature of inquiries handled. Serve as a member of the NPIC search team when not directly assisting Customer Service. Conduct research on passport cases by gathering information from a variety of sources and write recommended findings in a concise manner. Perform analysis on passport cases being suspended to identify trends. In the event that a Section Leader is absent for any reason for a period no longer than two weeks, a Support Associate Level IV may temporarily serve as acting Section Leader. Education & Experience Education: 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. General office experience: 6 years. Office software experience: 4 years utilizing MS Word, MS PowerPoint, MS Excel, and MS Outlook. Other Qualifications Good hand‑eye coordination. 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 (e.g., lifting, standing, reaching, sealing envelopes). Ability to multi‑task while paying attention to detail and accuracy. Ability to work in one place and traverse the office on a continuing basis. Basic customer service skills. Transport up to 30 lbs. Polite interface with the public. Good data entry skills. Good filing and file retrieval skills. CGI, background check, and government security investigation will be conducted. U.S. citizenship and MRPT clearance required. Demonstrated excellent customer service skills and effective communication with a wide audience. Professional and courteous communication of passport requirements over telephone and in‑person. Composure and objectivity in stressful situations and when dealing with multiple inquiries. Optional Desired Qualifications Knowledge and understanding of laws, rules, and regulations pertaining to eligibility for and issuance of a U.S. Passport. Compensation Hourly Rate: $22.94/hour. CGI may assess a compensation range based on skill set, experience, training, and licensing. The determination of the range includes various factors including but not limited to skill level, experience, and certifications. Compensation decisions are dependent on facts and circumstances of each case. Benefits Eligibility to participate in an attractive Share Purchase Plan (SPP) which matches dollar‑for‑dollar contributions up to a maximum for the job category. 401(k) Plan and Profit Participation for eligible members. Additional benefits determined by the Service Contract Act: Paid Time Off (PTO), Paid Federal Holidays, Health & Welfare Benefits. Equal Opportunity Employment 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, 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. Reference the Position ID of the position in which you are interested. For any other reason, or if the Position ID is omitted, your request will not be returned. All CGI offers of employment in the U.S. are contingent upon successful completion of a background investigation. Background investigation components may vary depending on the specific assignment, level of U.S. government clearance, and applicable laws. Some background investigations may include a credit check. CGI will consider qualified applicants with arrests and convictions in accordance with all local regulations and ordinances. CGI will not discriminate against employees or applicants who inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Employees who have access to compensation information as part of their essential job functions are prohibited from disclosing this information unless it is required by law or investigation. #J-18808-Ljbffr CGI Njoyn