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CGI · 2 hours ago

Customer Service Support III

Minneapolis, MN

Full-time

Onsite

Mid Level

$22.70/hr - $22.70/hr

4+ years exp

CGI Federal is a leading IT and business consulting services firm, currently seeking experienced Support Associates for their team. The role involves providing support to government staff, processing sensitive information, and ensuring compliance with passport application requirements.

AnalyticsApplication Performance ManagementBusiness IntelligenceConsultingCyber SecurityFinanceInformation TechnologyTechnical Support

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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:

At the Information Station, ensure appointment is scheduled

Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication

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

Qualification

Customer service experienceMicrosoft OfficeBachelor's DegreeData entry experienceCommunication skillsTeamworkFlexibilityAttention to detail

Required

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

Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and ability to obtain a Secret clearance is required

Preferred

Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport

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 members

Paid Time Off (PTO)

Paid Federal Holidays

Health & Welfare Benefits