Support Associate III - Passport Agency

About the role

CGI Federal is hiring experienced Support Associates to support the Kansas City Passport Agency. The ideal candidate has excellent communication skills, experience working with customers face-to-face and the ability to work as a team in a fast-paced environment. The position is paid at $21.11 per hour.

Key responsibilities

• Operate equipment for high-speed scanning, mailing and metering of mail, and prepare and mail envelopes with passports and supporting documents.
• Box and archive files for storage.
• Interface with applicants at the Information and Will-Call counters: schedule appointments, review applications, photos and documents for completeness and compliance with passport requirements, and inform customers of fees.
• Print and review passport books before distribution, process refund and reimbursement requests, and generate credit card payments.
• Distribute completed batches to the Cashier's Office, verify transactions, run reports and contact applicants for missing documents.
• Resolve undeliverable mail and, under the guidance of Passport Specialists, generate correspondence such as RTS, rewrites and re-issues.
• Assist with Acceptance Agent training and help maintain electronic records of passport acceptance facilities.

Required profile

• Bachelor's degree.
• Four years of general office experience, including coding and filing documents, simple account postings, opening and metering mail and calculating charges.
• Three years of experience using office software, specifically Microsoft Office.
• Ability to work accurately, move around the office continuously, and lift and carry up to 45 lbs; long hours of standing are expected.
• US citizenship and the ability to obtain an MRPT clearance, as well as passing a background investigation (50-state criminal, education and employment checks).

Required skills

• Microsoft Office
• Front-facing customer service and excellent communication
• Attention to detail and accuracy

What we offer

• Share Purchase Plan with dollar-for-dollar matching.
• 401(k) plan and profit participation.
• Paid time off and federal holidays.
• Health and welfare benefits.