Support Associate IV Spanish

CGI • San Francisco, CA

21h • Onsite

About The Position

Under the direct supervision of CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing various duties, including translation and Spanish speaking requirements. The employee will also perform clerical and repetitive manual functions to support customer service and adjudication departments. Additionally, they will perform processing functions using office equipment for passport and passport-related document preparation, processing, and mailing. This includes utilizing the TDIS PD and PRISM computer operating system for document batch creation, imaging, reviewing, data entry, book printing, generating mailing labels, and sorting/affixing postage. The role requires performing quality checks for standard fee information on individual applications. Due to government contract requirements, U.S. Citizenship is required. This position is located in San Francisco, CA.

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, scoring at an Advanced Level on the assessment 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, unstapling, paper clipping, book printing, sorting, filing, and reading.
• Ability to multitask 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.

Nice To Haves

• Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.

Responsibilities

• Assist with 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 (CPC, SharePoint).
• 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 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 appointments are scheduled, and review Passport applications, photographs, identification, and supporting documentation for completeness prior to adjudication.
• Ensure the application and documents comply with requirements.

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).
• Paid Federal Holidays.
• Health & Welfare Benefits.

What This Job Offers

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