Customer Service Specialist III- Spanish Speaking

CGI • Stamford, CT

1d • Onsite

About The Position

CGI Federal is seeking a Passport Support Associate III with Spanish Language skills. This role, under the direct supervision of CGI Management, involves assisting the Customer Service department with various duties, including translation and Spanish speaking requirements. The position also entails performing clerical and repetitive manual functions to support customer service and adjudication departments, as well as processing functions using office equipment for passport preparation, processing, and mailing. Responsibilities include utilizing the TDIS-PD and PRISM computer operating systems for tasks such as document batch creation, scanning, data entry, printing, label generation, and postage application. The role also requires performing quality checks for standard fee information on individual applications. Due to government contract and clearance requirements, U.S. Citizenship is mandatory.

Requirements

• 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.
• Six (6) years of general office experience.
• Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.
• Must pass a pre-employment language assessment measuring proficiency in speaking, reading, and writing in Spanish at an Advanced Level administered by ALTA Language Services.
• 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.
• U.S. Citizenship 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 with a wide audience.
• Ability to comprehend and communicate the requirements for a Passport in a professional and courteous manner both over the telephone and in-person.
• Must pass a CGI credit/background check and a government security investigation.
• Must have a MRPT clearance.

Nice To Haves

• Experience with TDIS-PD and PRISM computer operating systems.
• Experience with document imaging (scanning).
• Experience with creating document batches.
• Experience with data entry.
• Experience with book printing.
• Experience with generation of mailing labels.
• Experience with sorting and affixing postage.
• Experience with quality checks for standard fee information.
• Experience with operating high-speed scanning equipment.
• Experience with operating mail out and metering mail equipment.
• Experience with boxing and archiving files.
• Experience with searching and filing functions.
• Experience with operating scanning equipment and biological hood HEPPA filter.
• Experience with Passport application review.
• Experience with TDIS.
• Experience with Informational Request Letters (IRLs).
• Experience with Final Notice letters.
• Experience with processing refund/reimbursement requests.
• Experience with generating credit card payments.
• Experience with troubleshooting information retrieved from computer screens.
• Experience with purging applications for mature files.
• Experience with customer service outreach activities.
• Experience with acceptance agent training.
• Experience with passport acceptance facility certification.
• Experience with maintaining and cataloging electronic records.
• Experience with preparing and mailing Certificates of Attendance.
• Experience with preparing applications for issuance of a non-receipt of a Passport and corrections of issued Passports.
• Experience with resolving undeliverable mail items.
• Experience with generating correspondence to resolve application discrepancies.
• Experience with assisting with special projects.
• Experience with relieving receptionists.
• Experience with reviewing Passport application data.
• Experience with assisting DOS Passport Specialists with Holds removal cases.
• Experience with handling complaint letters/phone calls.
• Experience with dealing with urgent requests by applicants.
• Experience with administrative review on suspended applications.
• Experience with preparing Lookouts for the CLASS system.
• Experience with preparing correspondence for applications not issued.
• Experience with generating corrective correspondence for acceptance agents.
• Experience with interfacing with the National Passport Information Center (NPIC).
• Experience with verifying payment for expedite service.
• Experience with Expedite Fee (EF)/Application Response (AR) processes.
• Experience with Quality Control in verifying application data.
• Experience with assisting in training lower level Support Associates.
• Experience with contacting acceptance facilities that bypass the lockbox provider.
• Experience with "not issued cases" (abandoned cases).
• Experience with communicating with passport acceptance facility program managers.
• Experience with communicating with stakeholders.
• Experience with collecting and recording survey responses.
• Experience with identifying and reporting trends or patterns in inquiries.
• Experience with serving as a member of the NPIC search team.
• Experience with conducting research on passport cases.
• Experience with writing recommended findings.
• Experience with performing analyses on passport cases.

Responsibilities

• Assist with any Spanish speaking needs and/or required translation of correspondence and/or documents.
• Receive undeliverable Passports, request issued applications from QC, and research 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), including research and preliminary recommendations, and maintaining PFBD databases.
• Assist in training lower level Support Associates in essential job functions and improving training processes.
• Operate various equipment for high-speed scanning, mail out, and metering mail.
• Generate mailing labels, ensure labels match applicant identification, and fill and seal 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, and file/retrieve application packages.
• Operate scanning equipment and biological hood HEPPA filter to open mail.
• Interface with Passport applicants at Agency/Center information and will-call counters, reviewing applications, photographs, identification, and supporting documentation for completeness and compliance.
• Distribute passports to the correct applicant at the will call station, verifying identification or accepting proper documents for third-party pickup.
• Perform data entry.
• Operate various equipment for high-speed scanning, image review, book print, quality control, mail out, and metering mail.
• Print passports at a rate of 50 to 65 per hour when operating a four-printer pod, and review printed books for data accuracy and product quality.
• Review passport product against data system information for completeness and accuracy, applying laws, regulations, and procedures pertaining to U.S. Passport issuance.
• Use TDIS to determine quality and correctness of prepared Passports, maintain issued applications, ensure Passport chips are activated, and accurately scan images into DOS data systems.
• Perform searches for customer applications and troubleshoot information using TDIS inquiry screens; contact customers by phone for verification.
• Create routine and expedited batches in TDIS.
• Prepare Informational Request Letters (IRLs) and Final Notice letters.
• Process refund/reimbursement requests.
• Generate credit card payments from applicants and distribute completed batches to the cashier’s office, verifying transactions and running reports.
• Troubleshoot information retrieved from the computer screen and manually search to locate applications and documents.
• Update text and Passport application information in the TDIS system.
• Use a purging application for mature files.
• Participate in customer service outreach activities.
• Serve as customer interface providing Passport information to various stakeholders.
• Assist with acceptance agent training, including preparing materials, conducting sessions, and giving office tours.
• Photocopy newsletters and coordinate folding, stuffing, sealing, and mailing.
• Photocopy materials and coordinate preparation of training packets for acceptance agent seminars.
• Assist CSM with passport acceptance facility certification and update databases.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Prepare and mail Certificates of Attendance for acceptance agents attending DOS training classes.
• Distribute newsletters and correspondence to staff.
• Prepare applications for issuance of a non-receipt of a Passport and corrections of issued Passports.
• Contact applicants to request necessary documents.
• Return applicant’s personal documentation.
• Resolve undeliverable mail items by contacting the customer and documenting actions in a SharePoint application.
• Communicate with the cashiers office and coordinate with Passport Specialists for re-issuance of applications.
• Generate correspondence to resolve application discrepancies (Return to Sender, Rewrites, Re-issues) per DOS Passport Specialists guidance.
• Assist with various special projects as requested by the Government.
• Relieve receptionist at lunch/breaks to answer administrative telephones when required.
• Review all types of Passport application data to ensure completed basic information is recorded accurately into DOS systems.
• Assist DOS Passport Specialists with Holds removal cases, including reviewing documentation, faxing information, and maintaining a file system.
• Handle complaint letters/phone calls.
• Deal with urgent requests by applicants under the direction of a DOS Passport Specialist.
• Perform an administrative review on suspended applications, attaching proper paperwork and updating TDIS-PD screen.
• Generate Informational Request Letters (IRLs) and emails requesting additional documentation or information.
• Access Passport information forms to prepare Lookouts for the CLASS system as directed.
• Prepare correspondence for applications not issued.
• Generate corrective correspondence for acceptance agents.
• Interface with the National Passport Information Center (NPIC) to resolve cases.
• Fill out and affix a suspense tag indicating DOS letters to be sent to applicant.
• Verify all applications to determine the proper payment for expedite service.
• Attach the proper paperwork to application to continue the EF/AR process.
• Generate IRLs and email or call Expedite Fee (EF)/Application Response (AR) applicants.
• Receive undeliverable Passports, request issued applications from QC, and resolve mailing problems.
• Perform Quality Control in verifying that application data matches Passport processing data.
• Assist in training lower level Support Associates in job functions, duties, and tasks.
• Contact acceptance facilities that bypass the lockbox provider without authorization.
• Assist with “not issued cases” (abandoned cases), including photocopying, faxing/scanning, setting up applications to be abandoned, and forwarding hard copies.
• Communicate with passport acceptance facility program managers under the direction of the CSM.
• 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.
• Collect and record survey responses.
• Identify and take initiative to 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 various sources and writing recommended findings.
• Perform analyses on passport cases being suspended to identify trends useful in future research and identify errors/improvements in associated memos.

Benefits

• 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 professionals.
• Paid Time Off (PTO) as determined by Service Contract Act.
• Paid Federal Holidays as determined by Service Contract Act.
• Health & Welfare Benefits as determined by Service Contract Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level