Support Associate Level III - Spanish (SA3S)
Position Description
CGI Federal is looking for outgoing, experienced Bilingual (English/Spanish) Support Associates to join our team. The ideal candidates should possess excellent communication skills (translation and Spanish speaking requirements as needed), have experience in customer service, and be able to work as a team in a fast-paced environment. This position processes highly-sensitive and confidential information. Experience with contracts and processing is preferred.
Your future duties and responsibilities
The Support Associate Level III provides support to the Government staff and performs accounting functions, prepares letters, reports and specialized correspondence. Anticipated tasks include, but are not limited to, the following:
- Assist with any Spanish speaking needs and or required translation of correspondence and/or documents
- Prepare and mail envelopes with correct passport and corresponding supporting documents.
- Box and archive files for storage purposes
- Interface with Passport applicants at Agency/Center information and will-call counters:
o At the Information Station, ensure appointment is scheduled;
o Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication;
o Ensure the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information.
- Operate equipment for scanning, image review, book print, quality control, and metering mail.
- When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality.
- Process refund/reimbursement requests.
- Generate a credit card payments and distribute completed batches to the cashier’s office.
- Participate in customer service outreach activities.
- Assist with acceptance agent training: prepare training materials, conduct “meet-and- greets,” set-up training sessions, conduct office tours, etc.
- Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
- Distribute newsletters and any other correspondence to staff.
- Contact applicants to request necessary documents.
- Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender, Rewrites and Re-issues, and re-batch into the system.
- Review Passport application data to ensure information is recorded accurately into DOS systems.
- Handle complaint letters/phone calls.
- As requested by DOS Passport Specialist, perform administrative review on suspended applications.
- Verify all applications to determine the proper payment for expedite service.
- Perform Quality Control in verifying that application data matches Passport processing data.
- Assist in training lower level Support Associates in job functions, duties, and tasks.
- Assist with “not issued cases” including photocopy of application and attachments, set up of application to be abandoned, and forwarding hard copies to requesting Agency.
- Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies under the direction of the CSM.
- Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled.
- When not directly assisting Customer Service, serve as a member of NPIC search team.
- Conduct research on Passport cases by gathering information from a variety of sources. Provide recommended findings in a clear and concise manner that summarize the information gathered and identified during research.
Perform analyses on passport cases being suspended to identify trends that may be useful in future research. Identify errors and areas for improvement in memos associated with these applications.
Required qualifications to be successful in this role
Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required.
The selected candidate must be able to frequently lift and carry up to 45lbs. This position may require long hours of standing. As a result, the selected candidate will be expected to be able to stand and walk around the worksite for the entirety of their shift.
- 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
- 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
- Four years of general office experience, including three years of experience with Microsoft Office
- 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.
- Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Government Level clearance is required.
OPTIONAL: Desired qualifications/non-essential skills required
Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.
Hourly Rate: $23.07/hour
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors including but not limited to: skill set level, relevant experience and training, and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case.
CGI Federals benefits are offered to eligible professionals on their first day of employment to include:
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
Additional benefits determined by your Service Contract Act:
Paid Time Off (PTO)
Paid Federal Holidays
Health & Welfare Benefits
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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
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Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
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Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
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