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Support Associate IV
Category: Administration
Main location: United States, California, San Francisco
Position ID:J0526-2301
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 also expected to perform various clerical and repetitive manual functions to support the customer service and adjudication departments. Additionally, perform various processing functions, utilizing office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents. Utilize the current TDIS-PD and PRISM computer operating system to include creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, and sorting and affixing postage to sealed envelopes. Must be able to perform quality checks for standard fee information on individual applications. Due to the nature of the government contract requirements and/or clearance requirements, U.S. Citizenship is required.
This position is located in San Francisco, CA
Your future duties and responsibilities:
The Support Associate Level IV provides support to the Government staff and performs accounting functions, prepares letters, reports and specialized correspondence. Anticipated tasks include, but are not limited to, the following:
. Receive undeliverable Passports, requesting issued applications from QC, and researching 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, White House, and other Government agencies
. Assist in maintaining applications with applicants who provided Potentially Fraudulent Birth Documents (PFBD). Provide research and preliminary recommendations concerning PFBD. Maintain various PFBD data bases PFBD CPC data base, PFBD SharePoint site
. Assist in training lower level Support Associates in the essential job functions, helping to constantly improve the training processes and procedures
. Operate various equipment for high speed scanning, mail out, and metering mail
. Generate mailing labels, ensure that mail labels match the 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 biological hood HEPPA filter to open mail
. Interface with Passport applicants at Agency/Center information and will-call counters. At the Information Station, ensure appointment is scheduled; review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
Required qualifications to be successful in this role:
EDUCATION/EXPERIENCE:
. 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, and;
. Six (6) years of general office experience, including;
. Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook
OTHER QUALIFICATIONS:
. Good hand-eye coordination
. 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, such as: lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un-stapling, paper-clipping, book printing, sorting, filing, and reading
. Ability to multi-task while paying attention to detail and accuracy
. Ability to work in one place and traverse the office on a continuing basis
. Ability to provide basic customer service skills
. Ability to transport up to 30 lbs.
. Ability to effectively and politely 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.
. Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and a MRPT clearance is required. Ability to learn and recall information about Passport application procedures and the laws and regulations pertaining to Passport requirements.
. Ability to demonstrate excellent customer service skills and effectively communicate
Desired qualifications/non-essential skills required:
Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors including but not limited to: skill set level, relevant experience and training, and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case.
CGI Federals benefits are offered to eligible professionals on their first day of employment to include:
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
401(k) Plan and Profit Participation for eligible professionals
Additional benefits determined by your Service Contract Act:
Paid Time Off (PTO)
Paid Federal Holidays
Health & Welfare Benefits
Hourly Rate: $28.16/hour
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Hourly Rate: $28.16/hour
Skills:

• Communication
• Customer Service & Support
• Data Entry
• Detail-oriented
• Problem Solving

What you can expect from us:
Together, as owners, let's turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team-one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.