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CGI · 6 hours ago

Support Associate III

El Paso, TX

Full-time

Onsite

Mid Level

$20.47/hr - $20.47/hr

4+ years exp

CGI Group, Inc. is seeking experienced Support Associates to support the El Paso Passport Agency. The role involves interacting with passport applicants, ensuring documentation compliance, and processing various administrative tasks related to passport applications.

AnalyticsApplication Performance ManagementBusiness IntelligenceConsultingCyber SecurityFinanceInformation TechnologyTechnical Support

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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, photograph 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 Cashiers Office. Verify all completed transactions and run designated reports

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

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 and Re-issues, and re-batch into the system

Qualification

Customer Service & SupportMicrosoft OfficeCommunication (Oral/Written)Detail-oriented

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

Bachelors Degree (OR) 4 years of experience as a Support Associate Level II (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 Government Level clearance is required

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 professionals

Paid Time Off (PTO)

Paid Federal Holidays

Health & Welfare Benefits