Support Associate Level II

Job Description

Job Description

JOB SUMMARY :

The Support Associate Level II provides support to the Government staff by performing various clerical and repetitive manual functions with high attention to detail and accuracy.

ESSENTIAL FUNCTIONS :

The Support Associate Level II shall perform all duties required by the Support Associate Level I as well as, but not limited to, the following :

• Interfaces with Passport applicants at Agency / Center information and will-call counters. At the Information station, ensure appointment is scheduled; reviews Passport applications, photographs, identification and supporting documentation for completeness prior to adjudication.
• Ensures the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information. Copies customer identification. At the will call station, distributes passports to the correct applicant, comparing customer to passport image or accepting proper documents and identification for third party pick up.
• Performs data entry.
• Operates various equipment for high speed scanning, image review, book print, quality control, mail out and metering mail.
• Reviews 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.
• Processes refund / reimbursement requests.
• Generate a credit card payment from the applicant and distributing completed batches to the cashier’s office.
• Verifies all completed transactions and runs designated reports.
• Troubleshoots information retrieved from the computer screen and manually searching to locate applications and documents within the Passport process.
• Box and archive files for storage purposes.
• Updates Passport application information from the computer system.
• Serves 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).
• Assists with acceptance agent training : prepare training materials, conduct “meet-and- greets,” set-up training sessions, conduct office tours, etc.
• Assists CSM in maintaining and cataloging electronic records of passport acceptance facilities
• Prepares application for issuance of a non-receipt of a Passport and corrections of the issued Passport.
• Contacts applicants to request necessary documents.
• Returns applicant’s personal documentation.
• Resolves undeliverable mail items by contacting the customer and appropriately document all actions taken in a SharePoint application
• Communicates with the cashier’s office and coordination with Passport Specialist assigned to special task of re-issuance of applications.
• Per the guidance of DOS Passport Specialists, generates correspondence to resolve application discrepancies, including : Return to Sender (RTS), Rewrites and Re-issues, and re-batch into the system.

EDUCATION AND EXPERIENCE :

High School (HS) diploma or GED

Three (3) years of general office experience

Two (2) years of experience utilizing a variety of office software, specifically : Microsoft Office (Word, Power Point, Excel, and Outlook).

KNOWLEDGE / SKILLS / ABILITIES :

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT :

All employees are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety-conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate. The safe use of TAPE equipment, as well as safe practices while on TAPE property, is essential.

DISABILITY SPECIFICATIONS :

TAPE will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EOE, Including Disability / Vets