Support Associate Level IV

Support Associate Level IV Category: Administration Main location: United States, District of Columbia, Washington Position ID: J1024-1567 Employment Type: Full Time Position Description: 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. Due to the nature of the government contract requirements and/or clearance requirements, U.S. Citizenship is required. Your future duties and responsibilities: 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: u2022 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 u2022 Assist the Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies u2022 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 u2022 Assist in training lower level Support Associates in the essential job functions, helping to constantly improve the training processes and procedures u2022 Operate various equipment for high speed scanning, mail out, and metering mail u2022 Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents u2022 Box and archive files for storage purposes u2022 Receive and assemble third-party mail u2022 Follow a pre-set pattern for document sequencing u2022 Perform searching and filing functions, file and/or retrieve application packages from file cabinets u2022 Operate scanning equipment and biological hood HEPPA filter to open mail u2022 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 complies with passport requirements, photograph meets passport standards, and customer is provided fee information. Copy customer identification. At the will call station, distribute passports to the correct applicant, comparing customer to passport image or accepting proper documents and identification for third party pick up. u2022 Perform data entry. u2022 Operate various equipment for high speed scanning, image review, book print, quality control, mail out and metering mail. u2022 When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality. u2022 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. u2022 Use TDIS and 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 Client provided data systems. u2022 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. u2022 Create routine and expedited batches in TDIS. u2022 Prepare Informational Request Letters (IRLs) both electronic and written. u2022 Prepare Final Notice letters. u2022 Process refund/reimbursement requests. u2022 Generate a credit card payment from the applicant and distributing completed batches to the cashieru2019s office. Verify all completed transactions and run designated reports. Troubleshoot information retrieved from the computer screen and manually searching to locate applications and documents within the Passport process. Update text in appropriate TDIS screen. Update Passport application information from the computer system. u2022 Use a purging application for mature files. u2022 Participate in customer service outreach activities including, but not limited to: naturalization ceremonies, travel shows, college and university events. u2022 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). u2022 Assist with acceptance agent training: prepare training materials, conduct u201cmeet-and- greets,u201d set-up training sessions, conduct office tours, etc. u2022 Photocopy Acceptance Agent and Congressional newsletters and coordinate folding/stuffing/sealing/mail out. u2022 Photocopy materials as needed and coordinate preparation of training packets for acceptance agent seminars. Assist CSM with passport acceptance facility certification and update corresponding acceptance facility databases. u2022 Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities. u2022 Prepare and mail Certificates of Attendance for those acceptance agents who attend training classes. u2022 Distribute newsletters and any other correspondence to staff. u2022 Prepare application for issuance of a non-receipt of a Passport and corrections of the issued Passport. u2022 Contact applicants to request necessary documents. u2022 Return applicantu2019s personal documentation. u2022 Resolve undeliverable mail items by contacting the customer and appropriately document all actions taken in a SharePoint application. u2022 Communicate with the cashiers office and coordination with Passport Specialist assigned to special task of re-issuance of applications. u2022 Per the guidance of the Government Personnel, generate correspondence to resolve application discrepancies, including: Return to Sender (RTS), Rewrites and Re-issues, and re-batch into the system. u2022 Assist with various special projects as requested by the Government. u2022 When required, relieve receptionist at lunch/breaks to answer administrative telephones u2022 Review all types of Passport application (i.e. DS-82, DS-11, DS 5504, DS 4085, and re- entry applications) data to ensure completed basic information is recorded accurately into DOS systems. u2022 Assist Government Personnel with removal of suspended cases. Duties include reviewing documentation, faxing information, and maintaining a file system. u2022 Handle complaint letters/phone calls. u2022 Deal with urgent requests by applicants, under the direction of a Government Specialist Perform an administrative review on suspended applications. Attach proper paperwork to application to continue the EF/AR process Insuring TDIS-PD screen is updated with the correct suspense information. u2022 Generate Informational Request Letters (IRLs) and emails that clearly convey requests for additional documentation or information to passport applicants. u2022 Access Passport information forms to prepare Lookouts for the CLASS system as directed by the designated the Government Specialist. u2022 Prepare correspondence for applications not issued. u2022 Generate corrective correspondence for acceptance agents. u2022 Interface with the National Passport Information Center (NPIC) to resolve cases. u2022 Perform an administrative review on suspended applications. Filling out and affixing a suspense tag indicating suspense letters to be sent to applicant. Insuring TDIS-PD screen is updated with the correct suspense information. u2022 Deal with urgent requests by applicants, under the direction of a Government Specialist. u2022 Verify all applications to determine the proper payment for expedite service. u2022 Attach the proper paperwork to application to continue the EF/AR process. u2022 Generate IRLs and email or call Expedite Fee (EF)/Application Response (AR) applicants. u2022 Receive undeliverable Passports, requesting issued applications from QC, and resolving mailing problems. u2022 Perform Quality Control in verifying that application data matches Passport processing data. u2022 Assist in training lower level Support Associates in job functions, duties, and tasks. u2022 Contact those acceptance facilities that bypass the lockbox provider without authorization. u2022 Assist with u201cnot issued casesu201d (also called u201cabandoned casesu201d), including, photocopy application and attachments, fax/scan, set up application to be abandoned and forward hard copies to requesting Agency. u2022 Communicate with passport acceptance facility program managers under the direction of the CSM. u2022 Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies (except for law- enforcement) under the direction of the CSM. u2022 Collect and record survey responses. u2022 Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled. u2022 When not directly assisting Customer Service, serve as a member of NPIC search team. u2022 Conduct research on passport cases by gathering information from a variety of sources, including but not limited to: applications, supporting documents, the internet, telephone calls, government, commercial, and open source databases. Write recommended findings in a clear and concise manner that summarize the information gathered and identified during research. u2022 Perform analyses on passport cases being suspended to identify trends that may be useful in future research that is being conducted sent to Passport Specialists. Identify errors and areas for improvement in memos associated with these applications. 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. Required qualifications to be successful in this role: EDUCATION/EXPERIENCE: u2022 Bacheloru2019s 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; u2022 Six (6) years of general office experience, including; u2022 Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook. OTHER QUALIFICATIONS: u2022 Good hand-eye coordination u2022 Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures u2022 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 u2022 Ability to multi-task while paying attention to detail and accuracy u2022 Ability to work in one place and traverse the office on a continuing basis u2022 Ability to provide basic customer service skills u2022 Ability to transport up to 30 lbs. u2022 Ability to effectively and politely interface with the public u2022 Good data entry skills u2022 Good filing and file retrieval skills u2022 Applicants selected will be subject to a CGI credit/background check and a government security investigation. u2022 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. u2022 Ability to demonstrate excellent customer service skills and effectively communicate with a wide audience. u2022 Ability to comprehend and communicate the requirements for a Passport in a professional and courteous manner both over the telephone and in-person. u2022 Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries. OPTIONAL: Desired qualifications/non-essential skills required Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport. #CGIFederalJob #PassportUS Hourly Rate: 24.80/hour CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors including but not limited to: skill set level; experience and training; and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case. At CGI Federal we call our professionals u201cmembersu201d to reinforce that all who join our team are owners and empowered to participate in the challenges and rewards that come from building a world-class company. CGI Federalu2019s benefits include: Eligibility to participate in an attractive Share Purchase Plan (SPP) in which 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 members Additional benefits determined by your Service Contract Act: u2022 Paid Time Off (PTO) u2022 Paid Federal Holidays u2022 Health & Welfare Benefits #CGIFederalJob #PassportUS Skills: + Customer Service & Support + Data Entry + Detail-oriented What you can expect from us: Together, as owners, letu2019s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youu2019ll reach your full potential becauseu2026 You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thatu2019s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companyu2019s strategy and direction. Your work creates value. Youu2019ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. Youu2019ll shape your career by joining a company built to grow and last. Youu2019ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our teamu2014one of the largest IT and business consulting services firms in the world. 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 . 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, 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. We make it easy to translate military experience and skills Clickhere (to be directed to our site that is dedicated to veterans and transitioning service members. 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 dependent upon specific assignment and/or level of US government security clearance held. Dependent upon 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 CGIu2019s legal duty to furnish information.

Created: 2025-09-22