Support Associate IV

Position Description

Under the direct supervision of the Contract Management Team, perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, perform various processing functions, utilizing 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 for creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, generation of mailing labels, and sorting and affixing postage to sealed envelopes.

Perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract requirements.

This position is located onsite in Tucson, Arizona.

The Support Associate Level IV 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:

• Receive undeliverable passports, request issued applications from QC, research mailing problems, assist applicants, and resolve disputes requiring senior‑level expertise.
• Assist the Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies.
• Maintain applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD), provide research and recommendations, and maintain PFBD databases.
• Assist in training lower‑level Support Associates.
• Operate equipment for high‑speed scanning, mail out, and metering mail.
• Generate mailing labels, ensure match with applicant identification, and seal envelopes correctly.
• 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, 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, ensuring appointments, reviewing applications, photographs, and documentation for completeness.
• Distribute passports to the correct applicant, verifying identities.
• Perform data entry.
• Operate various equipment for high‑speed scanning, image review, book print, quality control, mail out, and metering mail.
• Print passports at rates of 50‑65 per hour and review printed books for accuracy.
• Review passport product against data system information for completeness and accuracy.
• Use TDIS to determine quality and correctness of prepared passports, activate chips, and scan images into Government Client data systems.
• Perform searches for customer applications, troubleshoot information from TDIS inquiry screens, and contact customers by phone for verification.
• Create routine and expedited batches in TDIS.
• Prepare Informational Request Letters (IRLs), Final Notice letters, and refund/reimbursement requests.
• Generate credit‑card payments, verify transactions, run reports, and update TDIS screens.
• Use a purging application for mature files.
• Participate in customer service outreach activities including naturalization ceremonies, travel shows, and university events.
• Serve as customer interface for various stakeholders, including the public, acceptance facilities, town clerks, law enforcement, applicants, and other Government agencies.
• Assist with acceptance agent training and materials.
• Photocopy materials and coordinate preparation of training packets.
• Assist CSM with passport acceptance facility certification and database updates.
• Assist CSM in maintaining electronic records of passport acceptance facilities.
• Prepare and mail Certificates of Attendance to acceptance agents who attend training classes.
• Distribute newsletters and correspondence to staff.
• Prepare applications for issuance of non‑receipt passports and corrections.
• Contact applicants to request necessary documents.
• Return applicant’s personal documentation.
• Resolve undeliverable mail items by…