Support Associate Level IV - Spanish Speaking

CGI Group Inc.•Washington, MA

69d•$25•Onsite

About The Position

Under the direct supervision of the CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing the various duties in the Customer Service Department, including translation and Spanish speaking requirements as needed. The employee is also expected to perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, perform various processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents. Utilize the current TDIS-PD and PRISM computer operating system to include creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the 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. This position is located in Washington, DC.

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, and;
Six (6) years of general office experience, including;
Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.
ALL CANDIDATES must pass a pre-employment language assessment measuring their proficiency in speaking, reading, and writing, in Spanish. Candidates must score at an Advanced Level on the pre-employment assessment administered by ALTA Language Services to remain eligible for consideration for the position.
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.
Due to the nature of the government contract requirements and/or clearance requirements, 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 wi

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 any Spanish speaking needs and or required translation of correspondence and/or documents
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

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