Support Associate IV- Second Shift

CGI • Portsmouth, NH

2d • Onsite

About The Position

Under the direct supervision of the Contract Management Team, the Support Associate IV performs clerical and repetitive manual work supporting customer service and adjudication departments. The role also processes passports and passport-related documents using office equipment and machinery, including creating document batches, scanning and reviewing images, retrieving application information, entering data, printing passport books, generating mailing labels, and sorting and applying postage to sealed envelopes. The position performs quality checks on standard fee information in individual applications.

The Support Associate IV supports Government staff and performs accounting functions, prepares letters, reports, and specialized correspondence. The role handles returned passports and mailing-problem research, assists with applicant questions and inquiries from Government offices, and supports work involving potentially fraudulent birth documents (PFBD), including research, preliminary recommendations, and database maintenance. The position also assists in training lower-level Support Associates and operates high-speed scanning equipment.

This position is located in Portsmouth, New Hampshire. U.S. citizenship is required due to government contract and/or clearance requirements. New employees must meet REAL ID Act requirements to obtain facility access.

Requirements

• Bachelor's degree, or four years of experience as a Support Associate Level II or III, or four years of data-entry experience in a high-volume production environment.
• Six years of general office experience.
• Four years of experience using office software, specifically MS Word, MS PowerPoint, MS Excel, and MS Outlook.
• U.S. citizenship is required.
• Good hand-eye coordination.
• Ability to remain flexible and adapt under pressure in stressful situations, and to follow instructions and established procedures.
• Ability to perform repetitive tasks accurately, including lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking and moving boxes, un-stapling, paper clipping, book printing, sorting, filing, and reading.
• Ability to multitask while maintaining attention to detail and accuracy.
• Ability to work in one place and traverse the office continually.
• Ability to provide basic customer service.
• Ability to meet REAL ID Act identification standards in a timely manner to obtain a site badge and facility access.

Nice To Haves

• Knowledge and understanding of laws, rules, and regulations concerning eligibility for and issuance of a U.S. passport.

Responsibilities

• Perform clerical and repetitive manual functions supporting customer service and adjudication departments.
• Process passports and passport-related documents using office equipment and machinery.
• Create document batches; scan, image, and review documents; retrieve application information; enter data; print passport books; generate mailing labels; and sort and apply postage to sealed envelopes.
• Perform quality checks on standard fee information in individual applications.
• Provide support to Government staff and perform accounting functions.
• Prepare letters, reports, and specialized correspondence.
• Receive undeliverable passports, request issued applications from QC, and research mailing problems.
• Assist with applicant questions and issues requiring more senior-level expertise.
• Assist Government personnel with inquiries from Congress, Headquarters, the White House, and other Government agencies.
• Assist in maintaining applications involving Potentially Fraudulent Birth Documents (PFBD), conduct research, provide preliminary recommendations, and maintain PFBD databases and the PFBD SharePoint site.
• Assist with training lower-level Support Associates and improving training processes and procedures.
• Operate equipment for high-speed scanning.

Benefits

• Company-matched Share Purchase Plan contributions for eligible professionals, up to a maximum for their job category.
• 401(k) plan for eligible professionals.
• Profit participation for eligible professionals.
• Paid time off (PTO), as determined by the Service Contract Act.
• Paid federal holidays, as determined by the Service Contract Act.
• Health and welfare benefits, as determined by the Service Contract Act.

What This Job Offers

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