Support Associate Level IV - Spanish Speaking

Position Description

Under the direct supervision of CGI Management personnel, the Bilingual (English/Spanish) Support Associate assists the Customer Service department in completing various duties, including translation and Spanish speaking requirements as needed. The employee also performs clerical and repetitive manual functions to support the customer service and adjudication departments and processes passports and related documents using office equipment, the TDIS-PD and PRISM computer operating system, document imaging, data entry, book printing, mailing label generation, and envelope preparation.

This position is located in Washington, DC.

• Assist with any Spanish speaking needs and/or required translation of correspondence and/or documents
• Receive undeliverable Passports, request issued applications from QC, research mailing problems, assist in researching questions with applicants, and address senior‑level issues
• Help the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, White House, and other Government agencies
• Maintain applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD) and provide research and preliminary recommendations
• Assist in training lower level Support Associates in essential job functions and improve training procedures
• Operate equipment for high‑speed scanning, mail‑out, and metering mail
• Generate mailing labels, ensure that mail labels match applicant identification, and 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
• Search and file, 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 and at the Information Station to schedule appointments, review application, photograph, identification and supporting documentation for completeness prior to adjudication

• 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
• Six (6) years of general office experience
• Four (4) years of experience utilizing a variety of office software, specifically MS Word, PowerPoint, Excel, and Outlook
• All candidates must pass a pre‑employment language assessment measuring Spanish proficiency (reading, writing, speaking) at an advanced level administered by ALTA Language Services

• Good hand‑eye coordination
• Ability to remain flexible and adapt under pressure in stressful situations and follow established procedures
• Capable of performing repetitive tasks while maintaining a high level of accuracy, including lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un‑stapling, paper‑clipping, book printing, sorting, filing, and reading
• Ability to multi‑task while paying attention to detail and accuracy
• Ability to work in one place and traverse the office on a continuing basis
• Ability to provide basic customer service skills
• Ability to transport up to 30 lbs.
• Ability to effectively and politely interface with the public
• Good data entry skills
• Good filing and file retrieval skills
• Applicants selected will be subject to a CGI credit/background check and a government security investigation
• US citizenship and an MRPT clearance are required
• Ability to learn and recall information about Passport application procedures and the laws and regulations pertaining to Passport requirements
• Ability to demonstrate excellent customer service skills and effectively communicate

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

Hourly Rate: $25.29/hour

CGI Federals benefits are offered to eligible professionals on their first day of employment:
Share Purchase Plan (SPP)…