Salary Range: $46,200 - $57,500 (depending on experience).Duties and Responsibilities:Enrollment Process Management: Schedule appointments and/or service walk-ins for Personal Identity Verification (PIV) Card Activations, Enrollments, Certificate Updates and PIN Resets.Answering phone calls/email inquiries for all things related to PIV credentials and access control matters.Coordinate and conduct the enrollment process for PIV cards, including verifying the identity of applicants and collecting required documentation.Manage appointments and schedules to accommodate a steady flow of applicants while maintaining efficiency and accuracy.Documentation and Data Collection:Accurately collect and document personal information, biometric data (such as fingerprints), and other necessary details from applicants.Ensure that all required documents and forms are properly completed and submitted according to established guidelines.Verification and Authentication:Verify the authenticity of provided documents and information to prevent fraudulent enrollment attempts.Use approved verification methods to ensure the identity of applicants before proceeding with the enrollment process.Data Security and Privacy:Handle sensitive personal information with the utmost discretion and adhere to data protection regulations and organizational security protocols.Maintain the security and integrity of collected data and prevent unauthorized access or disclosure.Communication:Communicate clearly and professionally with applicants, explaining the enrollment process, required documents, and any additional steps they need to follow.Provide excellent customer service to address questions and concerns related to the enrollment process.Escalation management, as it involves listening, understanding, and responding to customer needs and expectations.De-escalated problematic customer concerns, maintaining calm, friendly demeanor.Recordkeeping:Maintain accurate records of the enrollment process, including documentation of each applicant's information, enrollment date, and any issues encountered.Prepare and maintain spreadsheets tracking status of new applicant, contractor, and federal employee files.Compliance and Training:Stay up to date with relevant policies, regulations, and procedures related to PIV card enrollment.Participate in training sessions to enhance knowledge of enrollment processes, data security practices, and customer service skills.
