JOBSUMMARY: 

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 allduties required by the Support Associate Level I as well as, but not limitedto, the following:

•     Interfaceswith Passport applicants at Agency/Center information and will-call counters.At the Information station, ensure appointment is scheduled; reviews Passportapplications, photographs, identification and supporting documentation forcompleteness 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.

•     Performsdata entry.

•     Operatesvarious equipment for high speed scanning, image review, book print, qualitycontrol, mail out and metering mail.

•     Reviewspassport product against data system information for completeness and accuracyconstantly applying laws, regulations and procedures pertaining to the issuanceof a U.S. Passport.

•     Processesrefund/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. 
• Box and archive files for storage purposes.   
• Updates Passport application information from the computer system.

•     Servesas customer interface in providing Passport information to customers (generalpublic, acceptance facilities, town clerks, law enforcement, applicants, otherGovernment agencies, postal service, couriers, lock box vendors).

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

•     AssistsCSM in maintaining and cataloging electronic records of passport acceptancefacilities

•     Preparesapplication for issuance of a non-receipt of a Passport and corrections of theissued Passport.

•     Contactsapplicants to request necessary documents.

•     Returnsapplicant’s personal documentation.

•     Resolvesundeliverable mail items by contacting the customer and appropriately documentall actions taken in a SharePoint application

•     Communicateswith the cashier’s office and coordination with Passport Specialist assigned tospecial task of re-issuance of applications.

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

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 officesoftware, specifically: Microsoft Office (Word, Power Point,Excel, and Outlook).
   

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

PHYSICAL DEMANDS:

The physical demands describedhere are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.

Whileperforming the duties of this Job, the employee is regularly required to sitand 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 reachwith hands and arms. The employee must occasionally lift and/or move up to 10pounds. Specific vision abilities required by this job include close vision,depth perception and ability to adjust focus.

WORKENVIRONMENT:

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 atypical office environment. The noise level in the work environment is usuallyquiet to moderate.  The safe use of TAPE equipment, as well as safe practices while on TAPE property, is essential.

DISABILITYSPECIFICATIONS:

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

                                                                                   EOE, Including Disability/Vets