Support Associate Level IV

Job Title Support Associate Level IV Category Administration Location Washington, District of Columbia, United States Job Description Under the direct supervision of the Contract Management Team, perform clerical and repetitive manual functions to support the customer service and adjudication departments, including the preparation, processing and mailing of passports and passport‑related documents. Utilize the TDIS‑PD and PRISM computer operating systems for batch creation, document imaging, data entry, book printing, mailing label generation and postage affixation. Conduct quality checks for standard fee information and perform general clerical duties, ensuring compliance with U.S. government contract requirements and security clearance requirements. U.S. citizenship is required. Key Responsibilities Receive undeliverable passports, request issued applications from QC, and research mailing problems. Assist Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies. Maintain applications with applicants who provided potentially fraudulent birth documents; provide research and preliminary recommendations. Train lower‑level Support Associates in essential job functions. Operate equipment for high‑speed scanning, mail out, metering mail, and biological hood HEPPA filters. Generate mailing labels, fill and seal envelopes with correct passport documentation. Box and archive files for storage purposes; receive and assemble third‑party mail. Follow pre‑set patterns for document sequencing; perform searching and filing functions. Interface with Passport applicants at agency/center information and will‑call counters, ensuring application completeness and fee information. Perform data entry and operate scanning equipment. Print passports at a rate of 50‑65 per hour; review printed books for data accuracy. Review passport product against data system information for completeness and accuracy. Determine quality and correctness of prepared passports; activate chips; scan images into government client systems. Contact customers by phone for verification of mailing address and data information; create routine and expedited batches in TDIS. Prepare informational request letters (IRLs) both electronic and written; prepare final notice letters. Process refund/reimbursement requests; generate credit card payments and reconcile cash transactions. Use purging application for mature files. Participate in customer service outreach activities (naturalization ceremonies, travel shows, college events). Serve as customer interface for various stakeholders including acceptance facilities, town clerks, law enforcement, and others. Assist with acceptance agent training, prepare training materials, conduct meetings, and coordinate training sessions. Photocopy materials, coordinate preparation of training packets, and update acceptance facility databases. Prepare and mail certificates of attendance for training sessions. Distribute newsletters and correspondence to staff. Prepare applications for issuance of passport corrections; contact applicants for necessary documents; return personal documentation. Resolve undeliverable mail items, document actions in SharePoint; communicate with cashier’s office and passport specialists. Generate correspondence to resolve application discrepancies (return to sender, rewrites, re‑issues). Assist with special projects as requested by the Government. Relieve receptionist during lunch/breaks to answer administrative telephones. Review Passport application data for completeness and accuracy in DOS systems. Assist Government Personnel with removal of suspended cases and maintain file systems. Handle complaint letters and phone calls from applicants. Perform administrative review on suspended applications; attach necessary paperwork. Generate informational request letters and email to expedite fee and application response applicants. Verify application payment for expedite service; attach proper paperwork. Assist with “not issued” and “abandoned” cases; prepare and forward hard copies to requesting agencies. Communicate with passport acceptance facility program managers and stakeholders. Collect and record survey responses; identify trends and patterns in inquiries. Serve as a member of the NPIC search team and conduct research on passport cases. Qualifications and Experience Bachelor’s degree or 4 years of experience as a Support Associate Level II or III. 4 years of experience data‑entering in a high‑volume production environment. 6 years of general office experience. 4 years of experience using MS Word, PowerPoint, Excel, and Outlook. Other Qualifications Good hand‑eye coordination. Ability to remain flexible and adapt under pressure. Capable of performing repetitive tasks while maintaining accuracy; includes lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking boxes, un‑stapling, clip‑paper, book printing, sorting, and filing. Ability to multi‑task while maintaining attention to detail. Ability to work independently in a fixed office location. Basic customer service skills. Ability to transport up to 30 lbs. Polite interface with the public. Good data entry skills. Good filing and retrieval skills. Subject to CGI credit/background check and government security investigation. U.S. citizenship and MRPT clearance required. Ability to learn and recall passport application procedures and regulations. Excellent customer service and communication skills both over the phone and in‑person. Ability to maintain composure in stressful situations and multiple inquiries. Optional Desired Qualifications Knowledge and understanding of eligibility laws, rules and regulations for U.S. passports. Compensation Hourly Rate: $24.88 per hour. Benefits Paid Time Off (PTO) Paid Federal Holidays Health & Welfare Benefits EEO Statement Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation, gender identity, and gender expression. CGI provides reasonable accommodations to qualified individuals with disabilities in accordance with federal, state, and local laws. All hiring decisions are made in compliance with applicable laws and regulations. #J-18808-Ljbffr