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Passport Support Associate IV

**Category:** Administration

**Main location:** United States, Washington, Seattle

**Position ID:** J1225-1472

**Employment Type:** Full Time

Position Description:

CGI Federal is looking for outgoing, experienced Support Associates to join our team. The ideal candidates should possess excellent communication skills, have experience in customer service, and be able to work as a team in a fast-paced environment. This position processes highly sensitive and confidential information. Experience with contracts and processing is preferred.

Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required. The selected candidate must be able to frequently lift and carry up to 45lbs. This position may require long hours of standing. As a result, the selected candidate will be expected to be able to stand and walk around the worksite for the entirety of their shift.

This position is located in our Walnut Creek, CA office with work performed at client site in Seattle, WA.

Your future duties and responsibilities:

The Support Associate Level IV 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:

• 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 complies with passport requirements, photograph meets passport standards, and customer is provided fee information.

• Operate equipment for scanning, image review, book print, quality control, and metering mail.

• 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.

• Process refund/reimbursement requests.

• Generate a credit card payments and distribute completed batches to the cashier’s office.

• Participate in customer service outreach activities.

• 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.

• Distribute newsletters and any other correspondence to staff.

• Contact applicants to request necessary documents.

• Per the guidance of Government Client Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender, Rewrites and Re-issues, and re-batch into the system.

• Review Passport application data to ensure information is recorded accurately into DOS systems.

• Handle complaint letters/phone calls.

Required qualifications to be successful in this role:

• 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

• Bachelor’s Degree (OR) 4 years of experience as a Support Associate Level II, III (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.

Hourly Rate: $25.66/hour

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors including but not limited to: skill set level, relevant experience and training, and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case.

CGI Federals benefits are offered to eligible professionals on their first day of employment to include:

. Competitive compensation

. Comprehensive medical, dental, and vision benefits, Basic Life and Accidental Death & Dismemberment insurance, Matching contributions through 401(k) plan. As an employee working on a contract by the Service Contract Act, you will be eligible for $4.93 per hour worked up to 40 hours per week to be used towards the cost of health and welfare benefits

. CGI Share Purchase Plan

. Profit participation plan

. Flexibility and paid accrued vacation leave, accrual levels are determined under wage determination requirements and continuous tenure on the contract.

. Observe the standard eleven (11) federal holidays as defined by SCA Wage Determination document for your specified location.

. Under Executive Order 13706, you will accrue 1 hour of sick leave for every 30 hours worked up to a maximum accrual of 56 hours.

. Six (6) to Eight (8) weeks of Maternity leave to the birthing parent, based on circumstances of delivery. 70% of base pay is covered during an approved leave period.

. Paid parental leave for 20 consecutive days based on circumstances of leave and applicable laws

. Bereavement leave, ranging from 1 to 7 days based on relationship.

. Paid jury duty leave, up to time summoned

. Learning opportunities

. Wellness and Well-being programs

Skills:

+ Customer Service & Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

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. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID 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 Position ID will not be returned.**

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) 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 and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. 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 CGI’s legal duty to furnish information.