JOB SUMMARY: The Support Associate Level III provides support to the Government staff by performing various accounting functions, prepares letters, reports and specialized correspondence. The Support Associate Level III shall perform all duties required by the Support Associate Level II ESSENTIAL FUNCTIONS: The Support Associate Level III shall perform all duties required by the Support Associate Level II as well as, but not limited to, the following: Reviews all types of Passport application (i.e. DS-82, DS-11, DS 5504, DS 4085, and re- entry applications) data to ensure completed basic information is recorded accurately into DOS systems Assists DOS Passport Specialists with Holds removal cases. Duties include reviewing documentation, faxing information, and maintaining a file system Handles complaint letters/phone calls Deals with urgent requests by applicants, under the direction of a DOS Passport Specialist Performs an administrative review on suspended applications. Attach proper paperwork to application to continue the EF/AR process Insuring TDIS-PD screen is updated with the correct suspense information Generates Informational Request Letters (IRLs) and emails that clearly convey requests for additional documentation or information to passport applicants Accesses Passport information forms to prepare Lookouts for the CLASS system as directed by the designated Passport Specialist Prepares correspondence for applications not issued Generates corrective correspondence for acceptance agents Interfaces with the National Passport Information Center (NPIC) to resolve cases Performs an administrative review on suspended applications. Filling out and affixing a suspense tag indicating DOS letters to be sent to applicant. Insuring TDIS-PD screen is updated with the correct suspense information Deals with urgent requests by applicants, under the direction of a DOS Passport Specialist Verifies all applications to determine the proper payment for expedite service Attaches the proper paperwork to application to continue the EF/AR process Generates IRLs and email or call Expedite Fee (EF)/Application Response (AR) applicants Receives undeliverable Passports, requesting issued applications from QC, and resolving mailing problems Performs Quality Control in verifying that application data matches Passport processing data Assists in training lower level Support Associates in job functions, duties, and tasks Contacts those acceptance facilities that bypass the lockbox provider without authorization Assists with “not issued cases” (also called “abandoned cases”), including, photocopy application and attachments, fax/scan, set up application to be abandoned and forward hard copies to requesting Agency Communicates with passport acceptance facility program managers under the direction of the CSM Communicates with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies (except for law- enforcement) under the direction of the CSM Collects and records survey responses Identifies and takes initiative to report trends or patterns in the volume or nature of inquiries handled When not directly assisting Customer Service, serves as a member of NPIC search team Conducts research on passport cases by gathering information from a variety of sources, including but not limited to: applications, supporting documents, the internet, telephone calls, government, commercial, and open source databases. Writes recommended findings in a clear and concise manner that summarize the information gathered and identified during research Performs analyses on passport cases being suspended to identify trends that may be useful in future research that is being conducted sent to Passport Specialists. Identifies errors and areas for improvement in memos associated with these applications EDUCATION AND 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; Four (4) years of general office experience, including; Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS 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 II (Preferred) knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport 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 with a wide audience Ability to comprehend and communicate the requirements for a Passport in a professional and courteous manner both over the telephone and n-person Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries 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. WORK ENVIRONMENT: 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. DISABILITY SPECIFICATIONS: TAPE will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. EOE, Including Disability/Vets
