Passport Support Associate IV

CGI•Seattle, WA

6d•Onsite

About The Position

CGI Federal is looking for outgoing, experienced Support Associates to join our team. The ideal candidates should possess excellent communication skills, have experience in customer service, and be able to work as a team in a fast-paced environment. This position processes highly sensitive and confidential information. Experience with contracts and processing is preferred. Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required. The selected candidate must be able to frequently lift and carry up to 45lbs. This position may require long hours of standing. As a result, the selected candidate will be expected to be able to stand and walk around the worksite for the entirety of their shift. This position is located in our Walnut Creek, CA office with work performed at client site in Seattle, WA. 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:

Requirements

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
Bachelor’s Degree (OR) 4 years of experience as a Support Associate Level II, III (or) 4 years of experience data entering in a high volume production environment
Four years of general office experience, including three years of experience with Microsoft Office
Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Government Level clearance is required.

Responsibilities

Prepare and mail envelopes with correct passport and corresponding supporting documents.
Box and archive files for storage purposes
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.
Operate equipment for scanning, image review, book print, quality control, and metering mail.
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.
Process refund/reimbursement requests.
Generate a credit card payments and distribute completed batches to the cashier’s office.
Participate in customer service outreach activities.
Assist with acceptance agent training: prepare training materials, conduct “meet-and- greets,” set-up training sessions, conduct office tours, etc.
Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
Distribute newsletters and any other correspondence to staff.
Contact applicants to request necessary documents.
Per the guidance of Government Client Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender, Rewrites and Re-issues, and re-batch into the system.
Review Passport application data to ensure information is recorded accurately into DOS systems.
Handle complaint letters/phone calls.

Benefits

Competitive compensation
Comprehensive medical, dental, and vision benefits, Basic Life and Accidental Death & Dismemberment insurance, Matching contributions through 401(k) plan. As an employee working on a contract by the Service Contract Act, you will be eligible for $4.93 per hour worked up to 40 hours per week to be used towards the cost of health and welfare benefits
CGI Share Purchase Plan
Profit participation plan
Flexibility and paid accrued vacation leave, accrual levels are determined under wage determination requirements and continuous tenure on the contract.
Observe the standard eleven (11) federal holidays as defined by SCA Wage Determination document for your specified location.
Under Executive Order 13706, you will accrue 1 hour of sick leave for every 30 hours worked up to a maximum accrual of 56 hours.
Six (6) to Eight (8) weeks of Maternity leave to the birthing parent, based on circumstances of delivery. 70% of base pay is covered during an approved leave period.
Paid parental leave for 20 consecutive days based on circumstances of leave and applicable laws
Bereavement leave, ranging from 1 to 7 days based on relationship.
Paid jury duty leave, up to time summoned
Learning opportunities
Wellness and Well-being programs