Passport Acceptance Agent

Midland County•Midland, TX

1d•Hybrid

About The Position

Assists residents in obtaining a United States passport. Familiar with all aspects of the passport document look-up operations. Performs a wide variety of manual and clerical tasks in the library. Essential Duties and Responsibilities Include some of the following depending on assignment. Performs other duties as assigned. Processes passport applications and takes passport photos (if feature is available) following the procedures established by the U.S. Department of State. Answers incoming phone calls and greets walk-in patrons. Provides general information to the public, answers questions, provides specific information about passport issues. Contacts applicants to request necessary documents. Ensures appointments are scheduled. Responsible for the financial transactions needed for processing passport applications, issues customer receipts. Acts as an acceptance agent for the U.S. Department of State processing passport applications, checking documentation, verifying identity, swearing in applicants, and collecting fees. Verifies all applications to determine the proper payment for requested services. Verifies proper identification of applicants. Prepares transmittal documents for passports, applications, and payment for delivery to the U.S. Department of State. Identifies and takes initiative to report trends or patterns in the volume or nature of inquiries handled. Performs tracking of submitted passport applications. Provides Notary Service to patrons. Performs all work duties and activities in accordance with applicable State statutes and County policies, procedures, and safety practices. Monitors and requests supplies for passport services. Organizes and maintains filing systems; maintains records related to the passport section. Performs routine office support duties. Works on special projects as assigned. Attends training sessions hosted by the U.S. State Department as needed and approved Library Director. Supports other units with tasks as needed. Serves as support for circulation desk when needed. Answers library users' policy questions regarding overdue materials, reserving material and related policies. Refers library users requiring professional assistance to the appropriate staff. Troubleshoots computer software and hardware problems in a Windows based environment. Works on special projects as requested by Management. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Works a flexible schedule including evenings and weekends. Regular and timely attendance is required.

Requirements

Associate degree, with three years of general office experience, plus experience utilizing a variety of office software, specifically Microsoft Office.
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.
Must become a Certified Passport Acceptance Agent by the U.S. Department of State and Notary of Texas within the first month of employment.
Must have US citizenship and ability to obtain any required clearance.
Must be able to re-certify as PAA and as a Notary.
Must be insurable by agency insurance carrier.
Must have valid Texas driver’s license, provide proof of insurance, and have adequate transportation.
Strong customer service, communication, and interpersonal skills.
Enjoys helping others; positive attitude; flexible.
Ability to quickly master new computer applications; strong, accurate data entry skills; attention to detail.
Ability to organize, multitask, prioritize, and work under pressure at times.
Commitment to outstanding public service.
Ability to function as a member of a team to achieve library goals and objectives.
Knowledge of standard office practices and procedures.
Proficiency in the use and maintenance of office equipment.
Good phone etiquette skills and understanding of phone systems.
Knowledge of legal and regulatory provisions governing U.S. Citizens and principals, systems, and operations related to the issuance of passports.
Excellent interpersonal, written, and verbal communication skills.
Ability to establish appropriate professional rapport, communicating with courtesy and tact, accurately determine other’s needs, collecting necessary information, and follow-through when requested.
Knowledge of computing applications – specifically Microsoft Office Suite (e.g., Word, Excel, Outlook, and PowerPoint), Adobe products, as well as database management systems
Ability to handle expeditiously, accurately, and confidentially the rapid receipt of communications from all sources—written, email, voice mail, and one-on-one with attention to detail; able to act on own initiative while exercising reasonable judgment.
Ability to communicate in an informative manner, effectively listen, and be able to handle escalating situations with concern and confidence.
Ability to respond to common inquiries from Admin and staff, and the community.
Ability to establish and maintain effective working relationships with fellow employees, other departments, and the public.

Nice To Haves

Proficiency in Spanish language.

Responsibilities

Processes passport applications and takes passport photos (if feature is available) following the procedures established by the U.S. Department of State.
Answers incoming phone calls and greets walk-in patrons.
Provides general information to the public, answers questions, provides specific information about passport issues.
Contacts applicants to request necessary documents.
Ensures appointments are scheduled.
Responsible for the financial transactions needed for processing passport applications, issues customer receipts.
Acts as an acceptance agent for the U.S. Department of State processing passport applications, checking documentation, verifying identity, swearing in applicants, and collecting fees.
Verifies all applications to determine the proper payment for requested services.
Verifies proper identification of applicants.
Prepares transmittal documents for passports, applications, and payment for delivery to the U.S. Department of State.
Identifies and takes initiative to report trends or patterns in the volume or nature of inquiries handled.
Performs tracking of submitted passport applications.
Provides Notary Service to patrons.
Performs all work duties and activities in accordance with applicable State statutes and County policies, procedures, and safety practices.
Monitors and requests supplies for passport services.
Organizes and maintains filing systems; maintains records related to the passport section.
Performs routine office support duties.
Works on special projects as assigned.
Attends training sessions hosted by the U.S. State Department as needed and approved Library Director.
Supports other units with tasks as needed.
Serves as support for circulation desk when needed.
Answers library users' policy questions regarding overdue materials, reserving material and related policies.
Refers library users requiring professional assistance to the appropriate staff.
Troubleshoots computer software and hardware problems in a Windows based environment.
Works on special projects as requested by Management.
Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.