Support Associate IV

CGI • Los Angeles, CA

1d • Onsite

About The Position

Under the direct supervision of CGI management, the Support Associate IV assists the Customer Service and adjudication departments with clerical, repetitive manual, processing, and accounting functions. The role uses office equipment and machinery to prepare, process, and mail passports and related documents, and uses TDIS PD and PRISM systems for document batching, scanning and review, application retrieval, data entry, book printing, mailing-label generation, postage, and fee quality checks.

The position supports Government staff by preparing correspondence and reports, researching applicant and mailing issues, assisting with inquiries from Congress and other government offices, and maintaining records and databases related to Potentially Fraudulent Birth Documents. It also includes training lower-level Support Associates, operating scanning and mail equipment, filing and archiving application records, assembling mail, and assisting passport applicants at agency or center information and will-call counters. At the information station, the associate verifies appointments and reviews applications, photographs, identification, and supporting documentation for completeness before adjudication.

The position is located in Los Angeles, California. U.S. citizenship and an MRPT clearance are required. Applicants are subject to CGI credit/background checks and a government security investigation. The stated hourly rate is $24.29.

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 Microsoft Word, PowerPoint, Excel, and Outlook.
• U.S. citizenship and an MRPT clearance are required; applicants are subject to a CGI credit/background check and a government security investigation.
• Good hand-eye coordination and good data-entry, filing, and file-retrieval skills.
• 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, removing staples, 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 on a continuing basis.
• Ability to provide basic customer service and communicate effectively and politely with the public.
• Ability to transport up to 30 pounds.
• Ability to learn and recall passport application procedures and laws and regulations pertaining to passport requirements.

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 the Customer Service and adjudication departments with clerical, repetitive manual, and processing functions.
• Perform accounting functions and prepare letters, reports, and specialized correspondence for Government staff.
• Receive undeliverable passports, request issued applications from QC, and research mailing problems and applicant questions requiring senior-level expertise.
• Assist the Government Customer Service Manager with inquiries from Congress, Headquarters, the White House, and other government agencies.
• Maintain applications and databases related to Potentially Fraudulent Birth Documents (PFBD), and provide research and preliminary recommendations concerning PFBD.
• Train lower-level Support Associates in essential job functions and help improve training processes and procedures.
• Operate high-speed scanning, mail-out, and postage-metering equipment; use TDIS PD and PRISM for document processing and application information retrieval.
• Generate mailing labels; verify labels against applicant identification; fill and seal envelopes with the correct passports and supporting documents.
• Box and archive files, receive and assemble third-party mail, sequence documents, and search, file, or retrieve application packages.
• Open mail using scanning equipment and a biological hood with a HEPA filter.
• Interface with passport applicants at agency or center information and will-call counters; verify appointments and check applications, photographs, identification, and supporting documentation for completeness before adjudication.
• Perform quality checks on standard fee information on individual applications.
• Perform data entry, book printing, document imaging and review, and sorting and affixing postage to sealed envelopes.

Benefits

• Share Purchase Plan with company matching of eligible employee contributions, up to a maximum for the job category.
• 401(k) plan and profit participation for eligible professionals.
• Paid time off.
• Paid federal holidays.
• Health and welfare benefits.

What This Job Offers

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