Support Associate Level Ii

JOB SUMMARY:

The Support Associate Level II provides support to the Government staff by performing various clerical and repetitive manual functions with high attention to detail and accuracy.

ESSENTIAL FUNCTIONS:

The Support Associate Level II shall perform all duties required by the Support Associate Level I as well as, but not limited to, the following:

•     Interfaces with Passport applicants at Agency/Center information and will-call counters. At the Information station, ensure appointment is scheduled; reviews Passport applications, photographs, identification and supporting documentation for completeness prior to adjudication.

• Ensures the application and documents complies with passport requirements, photograph meets passport standards, and customer is provided fee information. Copies customer identification.  At the will call station, distributes passports to the correct applicant, comparing customer to passport image or accepting proper documents and identification for third party pick up.

•     Performs data entry.

•     Operates various equipment for high speed scanning, image review, book print, quality control, mail out and metering mail.

•     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.

•     Reviews passport product against data system information for completeness and accuracy constantly applying laws, regulations and procedures pertaining to the issuance of a U.S. Passport.

 •    Uses TDIS and determine quality and correctness of prepared Passports, maintain issued applications in an orderly and traceable fashion, ensure Passport chips are activated, accurately scan images into DOS data systems.

•     Performs searches as requested for customer applications and use troubleshooting skills in connection with information given by the TDIS inquiry screens; contacts customers by phone for verification of mailing address and/or data information.

•     Creates routine and expedited batches in TDIS.

•     Prepares Informational Request Letters (IRLs) both electronic and written.

•     Prepares Final Notice letters.

•     Processes refund/reimbursement requests.

•     Generate a credit card payment from the applicant and distributing completed batches to the cashier’s office.

• Verifies all completed transactions and runs designated reports.
• Troubleshoots information retrieved from the computer screen and manually searching to locate applications and documents within the Passport process.
• Updates text in appropriate TDIS screen. 
• Updates Passport application information from the computer system.

•     Uses a purging application for mature files.

•     Participates in customer service outreach activities including, but not limited to: naturalization ceremonies, travel shows, college and university events.

•     Serves as customer interface in providing Passport information to customers (general public, acceptance facilities, town clerks, law enforcement, applicants, other Government agencies, postal service, couriers, lock box vendors).

•     Assists with acceptance agent training: prepare training materials, conduct “meet-and- greets,” set-up training sessions, conduct office tours, etc.

•     Photocopies Acceptance Agent and Congressional newsletters and coordinate folding/stuffing/sealing/mail out.

•     Photocopies materials as needed and coordinate preparation of training packets for acceptance agent seminars.  Assist CSM with passport acceptance facility certification and update corresponding acceptance facility databases.

•     Assists CSM in maintaining and cataloging electronic records of passport acceptance facilities

•     Prepare and mail Certificates of Attendance for those acceptance agents who attend DOS training classes.

•     Distributes newsletters and any other correspondence to staff.

•     Prepares application for issuance of a non-receipt of a Passport and corrections of the issued Passport.

•     Contacts applicants to request necessary documents.

•     Returns applicant’s personal documentation.

•     Resolves undeliverable mail items by contacting the customer and appropriately document all actions taken in a SharePoint application

•     Communicates with the cashier’s office and coordination with Passport Specialist assigned to special task of re-issuance of applications.

 •    Per the guidance of DOS Passport Specialists, generates correspondence to resolve application discrepancies, including: Return to Sender (RTS), Rewrites and Re-issues, and re-batch into the system.

•     Assist with various special projects as requested by the Government.

•     When required, relieves receptionist at lunch/breaks to answer administrative telephones.

EDUCATION AND EXPERIENCE: 

• High School (HS) diploma or GED

• Three (3) years of general office experience

• Two (2) years of experience utilizing a variety of office software, specifically: Microsoft Office                                                         (Word, Power Point, Excel, and Outlook).

• Security Clearance is required: MRPT or SECRET (if specified by the Government)

   

KNOWLEDGE/SKILLS/ABILITIES: 

• Must meet all qualifications requirements of the Support Associate Level I
• Ability to effectively and politely interface with the public
• Good data entry skills
• Good filing and file retrieval skills
• A basic knowledge of the current TDIS computer system, ability to determine quality and correctness of prepared Passports and maintain issued applications in an orderly and traceable fashion is preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

All employees are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety-conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate.  The safe use of TAPE equipment, as well as safe practices while on TAPE property, is essential.

TAPE will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.