Support Associate III

Support Associate III

CGI Federal is looking for experienced Support Associates to support the Philadelphia 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.

Your Future Duties and 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 Cashier's 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.

Required Qualifications to Be Successful in This Role

At CGI Federal we call our professionals "members" to reinforce that all who join our team are owners and empowered to participate in the challenges and rewards that come from building a world-class company. CGI Federal's benefits include :

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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and / or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities.