PT - Passport Services Representative

Under limited supervision, the position is responsible for accepting and executing the passport application and to ensure all materials needed to process the application are correctly submitted and enclosed. The position is required to adhere to the US Department of State procedures and practices in the processing of passports. Provides clerical support to City Hall in the Mall and provides general information to customers.

• Ensures timely and accurate processing of passport applications and all passport services.
• Greets customers and instructs/guides them on completing a passport application both in person and by phone.
• Certifies that the customer has provided true legal documentation; administers an oath; witness applicant signature; verifies photos on ID and application match with the actual person, executes forms.
• Ensures that the documents are handled and stored securely and the personal information is protected; Mails items to the State department and tracks applications.
• Daily handling of cash and credit cards and reconciling of payments. Accepts fees for passport services.
• Takes passport photos that meet the standards of the State Department.
• Requires being cross-trained in all aspects of passport services operations.
• Support the consistent flow of customer facilitated by Q-Less customer management solution.
• Required to testify in court at the direction of State Office of Inspector General in cases of suspected fraud.
• Must communicate to Passport Services Coordinator when supplies are running low in order to sustain operations.
• Escalates customer complaints or concerns to management as needed.
• Provides outstanding customer service with a high degree of professionalism.
• Acts as Lead in the absence of the Passport Services Coordinator as needed.
• Provides fingerprinting services and notary services, as needed.
• High school graduate or equivalent; some college coursework preferred.
• Minimum of One (1) to Two (3) years office experience.
• One (1) to Three (3) years in a high-volume, customer service role where high attention to detail and accuracy are essential.
• Proficient in Microsoft Word and Excel.
• Prior experience with Passport Services operations is a plus; will consider other work experience in high volume/retail or service industry in lieu of education.
• Bilingual in Creole or Spanish preferred.
• Must be able to successfully complete U.S. Department of State Passport Services Web-Based Training to meet Passport processing requirements within one month of employment.Â
• Must be a U.S. Citizen.Â
  
  

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving