Support Associate Level III
3 weeks ago
Technical and Project Engineering, LLC (TAPE) is a government contractor that requires innovative solutions for its government customers. The ideal candidate 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 involves processing 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.
Key Responsibilities- 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.
- Operate equipment for scanning, image review, book print, quality control, and metering mail.
- Process refund/reimbursement requests.
- Generate credit card payments and distribute completed batches to the cashier's office.
- Participate in customer service outreach activities.
- Assist with acceptance agent training.
- Assist in maintaining and cataloging electronic records of passport acceptance facilities.
- Distribute newsletters and any other correspondence to staff.
- Contact applicants to request necessary documents.
- Generate correspondence to resolve application discrepancies.
- Review Passport application data to ensure information is recorded accurately into DOS systems.
- Handle complaint letters/phone calls.
- Perform administrative review on suspended applications.
- Verify all applications to determine the proper payment for expedite service.
- Perform Quality Control in verifying that application data matches Passport processing data.
- Assist in training lower level Support Associates in job functions, duties, and tasks.
- Assist with 'not issued cases.'
- Communicate with stakeholders.
- Identify and report trends or patterns in the volume or nature of inquiries handled.
- Conduct research on Passport cases.
- 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 or 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 Secret clearance is required.
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