Support Associate IV Foreign Language; Spanish

Overview

Position Description. Under the direct supervision of the CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing duties 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 processing functions using 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 create document batches, perform document imaging (scanning) and reviewing, retrieve individual application information, data entry, book printing, generate mailing labels, and sort and affix postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications. Due to the nature of government contract and/or clearance requirements, U.S. Citizenship is required.

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
• Receive undeliverable Passports, request issued applications from QC, and research 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 PFBD data bases PFBD CPC data base, PFBD SharePoint site
• Assist in training lower level Support Associates in essential job functions, helping to constantly improve 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 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. Ensure the application and documents comply with passport requirements, photograph meets passport standards, and customer is provided fee information. Copy customer identification. At the will call station, distribute passports to the correct applicant, comparing customer to passport image or accepting proper documents and identification for third party pick up.
• Perform data entry.
• Operate various equipment for high speed scanning, image review, book print, quality control, mail out and metering mail.
• When operating a four-printer pod, print passports at a rate of 50 to 65 passports per hour and review printed books for data accuracy and product quality.
• Review passport product against data system information for completeness and accuracy, applying laws, regulations and procedures pertaining to the issuance of a U.S. Passport.
• Use TDIS and determine quality and correctness of prepared Passports, maintain issued applications in an orderly and traceable fashion, ensure Passport chips are activated, and accurately scan images into DOS data systems.
• Perform searches as requested for customer applications and use troubleshooting skills in connection with information given by the TDIS inquiry screens; contact customers by phone for verification of mailing address and/or 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 a credit card payment from the applicant and distribute completed batches to the cashier’s office. Verify all completed transactions and run designated reports. Troubleshoot information retrieved from the computer screen and manually searching to locate applications and documents within the Passport process. Update text in appropriate TDIS screen. Update Passport application information from the computer system.
• Use a purging application for mature files.
• Participate in customer service outreach activities including, but not limited to: naturalization…