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Support Associate III – Los Angeles

CGI Group, Inc.

This is a Full-time position in Los Angeles, CA posted July 17, 2021.

Support Associate III – Los Angeles 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 to include creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, and sorting and affixing postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications. Due to the nature of the government contract requirements andor clearance requirements, U.S. Citizenship is required Your future duties and responsibilities The Support Associate Level III 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 bull Operate various equipment for high speed scanning, mail out, and metering mail bull Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents bull Box and archive files for storage purposes bull Receive and assemble third-party mail bull Follow a pre-set pattern for document sequencing bull Perform searching and filing functions, file andor retrieve application packages from file cabinets bull Operate scanning equipment and biological hood HEPPA filter to open mail bull Interface with Passport applicants at AgencyCenter 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 complies 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. bull Perform data entry. bull Operate various equipment for high speed scanning, image review, book print, quality control, mail out and metering mail. bull When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality. bull Review passport product against data system information for completeness and accuracy constantly applying laws, regulations and procedures pertaining to the issuance of a U.S. Passport. bull 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. bull 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 andor data information. bull Create routine and expedited batches in TDIS. bull Prepare Informational Request Letters (IRLs) both electronic and written. bull Prepare Final Notice letters. bull Process refundreimbursement requests. bull Generate a credit card payment from the applicant and distributing completed batches to the cashieraposs 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. bull Use a purging application for mature files. bull Participate in customer service outreach activities including, but not limited to naturalization ceremonies, travel shows, college and university events. bull Serve as customer interface in providing Passport information to customers (general public, acceptance facilities, town clerks, law enforcement, applicants, other Government agencies, postal service, couriers, lock box vendors). bull Assist with acceptance agent training prepare training materials, conduct “meet-and- greets,” set-up training sessions, conduct office tours, etc. bull Photocopy Acceptance Agent and Congressional newsletters and coordinate foldingstuffingsealingmail out. bull Photocopy materials as needed and coordinate preparation of training packets for acceptance agent seminars. Assist CSM with passport acceptance facility certification and update corresponding acceptance facility databases. bull Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities. bull Prepare and mail Certificates of Attendance for those acceptance agents who attend DOS training classes. bull Distribute newsletters and any other correspondence to staff. bull Prepare application for issuance of a non-receipt of a Passport and corrections of the issued Passport. bull Contact applicants to request necessary documents. bull Return applicantaposs personal documentation. bull Resolve undeliverable mail items by contacting the customer and appropriately document all actions taken in a SharePoint application. bull Communicate with the cashiers office and coordination with Passport Specialist assigned to special task of re-issuance of applications. bull 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. bull Assist with various special projects as requested by the Government. bull When required, relieve receptionist at lunchbreaks to answer administrative telephones bull Review all types of Passport application (i.e. DS-82, DS-11, DS 5504, DS 4085, and re- entry applications) data to ensure completed basic information is recorded accurately into DOS systems. bull Assist DOS Passport Specialists with Holds removal cases. Duties include reviewing documentation, faxing information, and maintaining a file system. bull Handle complaint lettersphone calls. bull Deal with urgent requests by applicants, under the direction of a DOS Passport Specialist Perform an administrative review on suspended applications. Attach proper paperwork to application to continue the EFAR process Insuring TDIS-PD screen is updated with the correct suspense information. bull Generate Informational Request Letters (IRLs) and emails that clearly convey requests for additional documentation or information to passport applicants. bull Access Passport information forms to prepare Lookouts for the CLASS system as directed by the designated Passport Specialist. bull Prepare correspondence for applications not issued. bull Generate corrective correspondence for acceptance agents. bull Interface with the National Passport Information Center (NPIC) to resolve cases. bull Perform an administrative review on suspended applications. Filling out and affixing a suspense tag indicating DOS letters to be sent to applicant. Insuring TDIS-PD screen is updated with the correct suspense information. bull Deal with urgent requests by applicants, under the direction of a DOS Passport Specialist. bull Verify all applications to determine the proper payment for expedite service. bull Attach the proper paperwork to application to continue the EFAR process. bull Generate IRLs and email or call Expedite Fee (EF)Application Response (AR) applicants. bull Receive undeliverable Passports, requesting issued applications from QC, and resolving mailing problems. bull Perform Quality Control in verifying that application data matches Passport processing data. bull Assist in training lower level Support Associates in job functions, duties, and tasks. bull Contact those acceptance facilities that bypass the lockbox provider without authorization. bull Assist with “not issued cases” (also called “abandoned cases”), including, photocopy application and attachments, faxscan, set up application to be abandoned and forward hard copies to requesting Agency. bull Communicate with passport acceptance facility program managers under the direction of the CSM. bull Communicate with stakeholders, such as Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies (except for law- enforcement) under the direction of the CSM. bull Collect and record survey responses. bull Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled. bull When not directly assisting Customer Service, serve as a member of NPIC search team. bull Conduct research on passport cases by gathering information from a variety of sources, including but not limited to applications, supporting documents, the internet, telephone calls, government, commercial, and open source databases. Write recommended findings in a clear and concise manner that summarize the information gathered and identified during research. bull Perform analyses on passport cases being suspended to identify trends that may be useful in future research that is being conducted sent to Passport Specialists. Identify errors and areas for improvement in memos associated with these applications. Required qualifications to be successful in this role EDUCATIONEXPERIENCE bull Bacheloraposs 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, and bull Four (4) years of general office experience, including bull Three (3) years of experience utilizing a variety of office software, specifically MS Word, MS Power Point, MS Excel, and MS Outlook. OTHER QUALIFICATIONS bull Good hand-eye coordination bull Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures bull Capable of performing repetitive tasks while maintaining a high level of accuracy, such as lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, movingstacking boxes, un-stapling, paper-clipping, book printing, sorting, filing, and reading bull Ability to multi-task while paying attention to detail and accuracy bull Ability to work in one place and traverse the office on a continuing basis bull Ability to provide basic customer service skills bull Ability to transport up to 30 lbs. bull Ability to effectively and politely interface with the public bull Good data entry skills bull Good filing and file retrieval skills bull Applicants selected will be subject to a CGI creditbackground check and a government security investigation. bull Due to the nature of the government contract requirements andor clearance requirements, US citizenship and a MRPT clearance is required.Ability to learn and recall information about Passport application procedures and the laws and regulations pertaining to Passport requirements. bull Ability to demonstrate excellent customer service skills and effectively communicate with a wide audience. bull Ability to comprehend and communicate the requirements for a Passport in a professional and courteous manner both over the telephone and in-person. bull Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries. Desired Qualifications bull Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport. CGIFederalJob Build your career with us. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clientsapos digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create. Be part of building one of the largest independent technology and business services firms in the world. Learn more about CGI at www.cgi.com . No unsolicited agency referrals please. CGI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their 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, political affiliation, genetic information, or any other legally protected status or characteristics. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliancecgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment andor level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIaposs legal duty to furnish information. Skills Business Acumen Communication (OralWritten) Detail-oriented