Support Associate IV

Support Associate IV

Under the direct supervision of the CGI Management personnel, Support Associate assists the Customer Service department in completing the various duties in the Customer Service Department. The employee is also expected to 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. Due to the nature of the government contract requirements and/or clearance requirements, U.S. Citizenship is required. This position is located in San Francisco, CA

The Support Associate Level IV 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: Receive undeliverable Passports, requesting issued applications from QC, and researching mailing problems, assist in researching questions with applicants, and other issues requiring more 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. Maintain various PFBD data bases PFBD CPC data base, PFBD SharePoint site. Assist in training lower level Support Associates in the essential job functions, helping to constantly improve the training processes and procedures. Operate various equipment for high speed scanning, mail out, and metering mail. Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding 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 biological hood HEPPA filter to open mail. 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.

EDUCATION/EXPERIENCE: 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, and; Six (6) years of general office experience, including; Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, 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, such as: 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 on a continuing basis. Ability to provide basic customer service skills. Ability to transport up to 30 lbs. Ability to effectively and politely interface with the public. Good data entry skills. Good filing and file retrieval skills. Applicants selected will be subject to a CGI credit/background check and a government security investigation. Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and a MRPT clearance is required. 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 Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.

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