Support Associate Level III
On-siteDallas, Texas, United States
Job Summary
Process passport applications by reviewing documents, scheduling appointments, and ensuring compliance with standards before adjudication. Operate scanning, printing, and quality control equipment to produce passports at 50 to 65 per hour while verifying data accuracy. Mail envelopes with supporting documents, archive files, and distribute newsletters to staff. Handle customer service inquiries, process refund requests, and generate correspondence to resolve application discrepancies. Assist with acceptance agent training, maintain electronic records, and conduct research on suspended cases to identify trends. Communicate with stakeholders including Congressional offices and USPS under the direction of the CSM.
Required Qualifications
- US Citizenship
- ability to obtain a Secret clearance
- Bachelor's Degree
- 4 years of experience as a Support Associate Level II or III
- 4 years of experience data entering in a high volume production environment
- Four years of general office experience
- three years of experience with Microsoft Office
- Ability to remain flexible and adapt under pressure in stressful situations
- follow instructions and established procedures
- Capable of performing repetitive tasks while maintaining a high level of accuracy
- frequently lift and carry up to 45lbs
- able to stand and walk around the worksite for the entirety of their shift
- Ability to learn and recall information about Passport application procedures
- laws and regulations pertaining to Passport requirements
- Ability to demonstrate excellent customer service skills
- effectively communicate with a wide audience
- comprehend and communicate the requirements for a Passport
- professional and courteous manner
- over the telephone
- in-person
- maintain composure and objectivity in stressful situations
- dealing with multiple inquiries
Desired Qualifications
- Experience with contracts and processing
- Preferred knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport
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