Job Title

Support Associate Level III - Spanish (SA3S) Category: Administration Main location: United States, Pennsylvania, Philadelphia Position ID: J0624-1305 Employment Type: Full Time Position Description: CGI Federal is looking for outgoing, experienced Bilingual (English/Spanish) Support Associates to join our team. The ideal candidates should possess excellent communication skills (translation and Spanish speaking requirements as needed), 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. 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: u2022 Assist with any Spanish speaking needs and or required translation of correspondence and/or documents u2022 Prepare and mail envelopes with correct passport and corresponding supporting documents. u2022 Box and archive files for storage purposes u2022 Interface with Passport applicants at Agency/Center information and will-call counters: o At the Information Station, ensure appointment is scheduled; o Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication; o Ensure the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information. u2022 Operate equipment for scanning, image review, book print, quality control, and metering mail. u2022 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. u2022 Process refund/reimbursement requests. u2022 Generate a credit card payments and distribute completed batches to the cashieru2019s office. u2022 Participate in customer service outreach activities. u2022 Assist with acceptance agent training: prepare training materials, conduct u201cmeet-and- greets,u201d set-up training sessions, conduct office tours, etc. u2022 Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities. u2022 Distribute newsletters and any other correspondence to staff. u2022 Contact applicants to request necessary documents. u2022 Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including: Return to Sender, Rewrites and Re-issues, and re-batch into the system. u2022 Review Passport application data to ensure information is recorded accurately into DOS systems. u2022 Handle complaint letters/phone calls. u2022 As requested by DOS Passport Specialist, perform administrative review on suspended applications. u2022 Verify all applications to determine the proper payment for expedite service. u2022 Perform Quality Control in verifying that application data matches Passport processing data. u2022 Assist in training lower level Support Associates in job functions, duties, and tasks. u2022 Assist with u201cnot issued casesu201d including photocopy of application and attachments, set up of application to be abandoned, and forwarding hard copies to requesting Agency. u2022 Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies under the direction of the CSM. u2022 Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled. u2022 When not directly assisting Customer Service, serve as a member of NPIC search team. u2022 Conduct research on Passport cases by gathering information from a variety of sources. Provide recommended findings in a clear and concise manner that summarize the information gathered and identified during research. Perform analyses on passport cases being suspended to identify trends that may be useful in future research. Identify errors and areas for improvement in memos associated with these applications. Required qualifications to be successful in this role: 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. u2022 Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures u2022 Capable of performing repetitive tasks while maintaining a high level of accuracy u2022 Bacheloru2019s 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 u2022 Four years of general office experience, including three years of experience with Microsoft Office u2022 ALL CANDIDATES must pass a pre-employment language assessment measuring their proficiency in speaking, reading, and writing, in Spanish. Candidates must score at an Advanced Level on the pre-employment assessment administered by ALTA Language Services to remain eligible for consideration for the position. u2022 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. OPTIONAL: Desired qualifications/non-essential skills required Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport. Hourly Rate: $21.77/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: 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 Additional benefits determined by your Service Contract Act: Paid Time Off (PTO) Paid Federal Holidays Health & Welfare Benefits #CGIFederalJob #PassportUS #LI-USF Skills: + Customer Service & Support + Data Entry + Detail-oriented What you can expect from us: Together, as owners, letu2019s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youu2019ll reach your full potential becauseu2026 You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thatu2019s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companyu2019s strategy and direction. Your work creates value. Youu2019ll 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. Youu2019ll shape your career by joining a company built to grow and last. Youu2019ll 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 teamu2014one 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 . 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 (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 CGIu2019s legal duty to furnish information.