Passport Support Associate III

CGI Federal is looking for experienced Support Associates to support the San Juan Passport Agency. The ideal candidates should possess excellent communication skills, have experience in working with customers in a front‑facing capacity, and have the ability to work as a team in a fast‑paced environment.

• Operate various equipment for high‑speed scanning, mail‑out, and metering of mail.
• 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 comply with Passport requirements; photography meets Passport standards, and customer is provided fee information.
  • Prior to distributing to applicants, print and review passport books for accuracy and quality.
  • 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.
  • Assist with Acceptance Agent training: prepare training materials, conduct “meet‑and‑greet,” set‑up training sessions, conduct office tours, etc.
  • Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
  • Contact applicants to request necessary documents.
  • Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in a SharePoint application.
  • Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including Return to Sender (RTS), Rewrites, Re‑issues, and re‑batch into the system.

• Bachelor’s Degree
• Four years of general office experience: following a number of specific procedures in completing several clerical steps performed in a prescribed or slightly varied sequence; e.g., coding and filing documents in an extensive alphabetical file; simple posting to individual accounts; opening mail; running mail through metering machines; calculating and posting charges to departmental accounts.
• Three years of experience utilizing a variety of office software, specifically Microsoft Office.
• Capable of performing tasks while maintaining a high level of accuracy.
• Ability to work in one place and traverse the office on a continuing basis.
• Must maintain constant awareness of all aspects of internal and external security.
• Ability to successfully complete the CGI Background Investigation, including 50 State Criminal, Education and Employment checks; additionally, a Credit and/or Driving Records check may be conducted if required by the contract for continued employment.
• Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and an ability to obtain an MRPT clearance is required.
• Selected candidates must be able to frequently lift and carry up to 45 lbs. This position may require long hours of standing and walking around the worksite for the entirety of their shift.

Hourly Rate: $19.57/hour

• 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.

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 or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height,…