Support Associate IV Spanish
CGI Technologies and Solutions, Inc., San Francisco, CA, United States
Support Associate IV Spanish
Position ID: J0426-2163
Category: Administration
Main location: United States, California, San Francisco
Employment Type: Full Time
Position Description
Under the direct supervision of the CGI Management personnel, Support Associate assists the Customer Service department in completing the various duties in the Customer Service Department. The employee is expected to perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, the role involves processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport‑related documents. Duties include the use of TDIS‑PD and PRISM computer operating systems for creation of document batches, document imaging (scanning), retrieval of individual application information, data entry, book printing, generation of mailing labels, and sorting and affixing postage to sealed envelopes. The associate must perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract requirements and/or clearance requirements.
This position is located in San Francisco, CA.
Your future duties and responsibilities
Assist with any Spanish speaking needs and/or required translation of correspondence and/or documents.
Receive undeliverable passports, request issued applications from QC, and research mailing problems. Assist in researching questions with applicants and other issues requiring more senior-level expertise.
Assist the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, the White House, and other government agencies.
Maintain applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD). Provide research and preliminary recommendations concerning PFBD, and maintain the PFBD database, PFBD CPC database, and PFBD SharePoint site.
Assist in training lower‑level Support Associates in essential job functions, helping to constantly improve the training processes and procedures.
Operate high‑speed scanning, mail‑out, and metering equipment.
Generate mailing labels, ensure labels match applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents.
Box and archive files for storage purposes.
Receive and assemble third‑party mail.
Follow a pre‑set pattern for document sequencing.
Perform searching and filing functions—file and/or retrieve application packages from file cabinets.
Operate scanning equipment and a biological hood HEPPA filter to open mail.
Interface with passport applicants at Agency/Center information and will‑call counters. At the information station, ensure appointments are scheduled; review passport applications, photographs, identification, and supporting documentation for completeness prior to adjudication.
Required qualifications to be successful in this role
Bachelor's 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.
Six (6) years of general office experience.
Four (4) years of experience utilizing office software, specifically MS Word, MS PowerPoint, MS Excel, and MS Outlook.
All candidates must pass a pre‑employment language assessment measuring proficiency in speaking, reading, and writing Spanish. Candidates must score at an Advanced Level to remain eligible.
Good hand‑eye coordination.
Ability to remain flexible and adapt under pressure, following instructions and established procedures.
Capability to perform repetitive tasks while maintaining high accuracy (lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, unstapling, paper‑clipping, book printing, sorting, filing, and reading).
Ability to multitask while paying attention to detail and accuracy.
Ability to work in one place and traverse the office on a continuing basis.
Basic customer service skills.
Ability to transport up to 30 lbs.
Effective and polite interface with the public.
Good data‑entry skills.
Good filing and file‑retrieval skills.
Applicants selected will be subject to a CGI credit/background check and a government security investigation.
U.S. citizenship and an MRPT clearance are required.
Ability to learn and recall passport application procedures and laws and regulations related to U.S. passports.
Excellent customer service skills and effective communication.
Desired qualifications
on‑essential skills
Knowledge and understanding of the laws, rules, and regulations pertaining to eligibility for and issuance of a U.S. passport.
Benefits
Share Purchase Plan (SPP) with company matching contributions.
401(k) plan and profit participation.
Paid Time Off (PTO).
Paid Federal Holidays.
Health & Welfare Benefits.
Compensation
Hourly Rate: $26.48–$27.01 per hour.
EEO and Accommodation
Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation, gender identity, and other protected status as required by applicable federal, state, and local laws. CGI provides reasonable accommodations to qualified individuals with disabilities.
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Position ID: J0426-2163
Category: Administration
Main location: United States, California, San Francisco
Employment Type: Full Time
Position Description
Under the direct supervision of the CGI Management personnel, Support Associate assists the Customer Service department in completing the various duties in the Customer Service Department. The employee is expected to perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, the role involves processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport‑related documents. Duties include the use of TDIS‑PD and PRISM computer operating systems for creation of document batches, document imaging (scanning), retrieval of individual application information, data entry, book printing, generation of mailing labels, and sorting and affixing postage to sealed envelopes. The associate must perform quality checks for standard fee information on individual applications. U.S. Citizenship is required due to government contract requirements and/or clearance requirements.
This position is located in San Francisco, CA.
Your future duties and responsibilities
Assist with any Spanish speaking needs and/or required translation of correspondence and/or documents.
Receive undeliverable passports, request issued applications from QC, and research mailing problems. Assist in researching questions with applicants and other issues requiring more senior-level expertise.
Assist the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, the White House, and other government agencies.
Maintain applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD). Provide research and preliminary recommendations concerning PFBD, and maintain the PFBD database, PFBD CPC database, and PFBD SharePoint site.
Assist in training lower‑level Support Associates in essential job functions, helping to constantly improve the training processes and procedures.
Operate high‑speed scanning, mail‑out, and metering equipment.
Generate mailing labels, ensure labels match applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents.
Box and archive files for storage purposes.
Receive and assemble third‑party mail.
Follow a pre‑set pattern for document sequencing.
Perform searching and filing functions—file and/or retrieve application packages from file cabinets.
Operate scanning equipment and a biological hood HEPPA filter to open mail.
Interface with passport applicants at Agency/Center information and will‑call counters. At the information station, ensure appointments are scheduled; review passport applications, photographs, identification, and supporting documentation for completeness prior to adjudication.
Required qualifications to be successful in this role
Bachelor's 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.
Six (6) years of general office experience.
Four (4) years of experience utilizing office software, specifically MS Word, MS PowerPoint, MS Excel, and MS Outlook.
All candidates must pass a pre‑employment language assessment measuring proficiency in speaking, reading, and writing Spanish. Candidates must score at an Advanced Level to remain eligible.
Good hand‑eye coordination.
Ability to remain flexible and adapt under pressure, following instructions and established procedures.
Capability to perform repetitive tasks while maintaining high accuracy (lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, unstapling, paper‑clipping, book printing, sorting, filing, and reading).
Ability to multitask while paying attention to detail and accuracy.
Ability to work in one place and traverse the office on a continuing basis.
Basic customer service skills.
Ability to transport up to 30 lbs.
Effective and polite interface with the public.
Good data‑entry skills.
Good filing and file‑retrieval skills.
Applicants selected will be subject to a CGI credit/background check and a government security investigation.
U.S. citizenship and an MRPT clearance are required.
Ability to learn and recall passport application procedures and laws and regulations related to U.S. passports.
Excellent customer service skills and effective communication.
Desired qualifications
on‑essential skills
Knowledge and understanding of the laws, rules, and regulations pertaining to eligibility for and issuance of a U.S. passport.
Benefits
Share Purchase Plan (SPP) with company matching contributions.
401(k) plan and profit participation.
Paid Time Off (PTO).
Paid Federal Holidays.
Health & Welfare Benefits.
Compensation
Hourly Rate: $26.48–$27.01 per hour.
EEO and Accommodation
Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation, gender identity, and other protected status as required by applicable federal, state, and local laws. CGI provides reasonable accommodations to qualified individuals with disabilities.
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