Support Associate IV

CGI • San Francisco, CA

1d • Onsite

About The Position

Under the direct supervision of CGI Management personnel, Support Associate assists the Customer Service department in completing various duties. The employee performs clerical and repetitive manual functions to support customer service and adjudication departments. Additionally, performs various processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents. Utilizes the current TDIS-PD and PRISM computer operating system for document batch creation, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, generation of mailing labels, and sorting and affixing postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract and/or clearance requirements. This position is located in San Francisco, CA. The Support Associate Level IV provides support to Government staff and performs accounting functions, prepares letters, reports, and specialized correspondence. Anticipated tasks include, but are not limited to, receiving undeliverable Passports, requesting issued applications from QC, researching mailing problems, assisting in researching questions with applicants, and other issues requiring more senior-level expertise. Assists the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, White House, and other Government agencies. Assists in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD), providing research and preliminary recommendations concerning PFBD, and maintaining various PFBD databases. Assists in training lower-level Support Associates in essential job functions, helping to constantly improve training processes and procedures. Operates various equipment for high-speed scanning, mail out, and metering mail. Generates mailing labels, ensures mail labels match applicant identification, fills and seals envelopes with correct passports and corresponding supporting documents. Boxes and archives files for storage purposes. Receives and assembles third-party mail. Follows a pre-set pattern for document sequencing. Performs searching and filing functions, files and/or retrieves application packages from file cabinets. Operates scanning equipment and biological hood HEPPA filter to open mail. Interfaces with Passport applicants at Agency/Center information and will-call counters. At the Information Station, ensures appointments are scheduled; reviews Passport application, photograph, identification, and supporting documentation for completeness prior to adjudication.

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
• 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
• Applicants selected will be subject to a CGI credit/background check and a government security investigation.
• US citizenship and a MRPT clearance 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

• Receive undeliverable Passports, requesting issued applications from QC, and researching 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). Provide research and preliminary recommendations concerning PFBD. Maintain various PFBD data bases PFBD CPC data base, PFBD SharePoint site
• Assist in training lower level Support Associates in the essential job functions, helping to constantly improve the training processes and procedures
• Operate various equipment for high speed scanning, mail out, and metering mail
• Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding 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, file and/or 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 appointment is scheduled; review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication.

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