Specialist 2: Passport Acceptance

Position Title: Specialist 2: Passport AcceptanceDepartment: East CampusStarting Rate: Band 3 - $20.24 - $22.76Benefits: SummaryClosed Date: February 28, 2025, 5:00 PM Arizona Time Position Summary:This position will:A Passport Agent is responsible for accepting passport applications on behalf of the Department of State. The Agent verifies that the documents presented fulfill federal requirements, ensures the application is completed correctly, and answers customer questions. The Agent will also be required to take passport photos and fulfill general clerical tasks as assigned. Application of new policies, processes, and procedures to streamline workflow in complex organizations. Implementation of technological solutions to automate and streamline business processes. Openness to change and continuous process improvement. Implementing improvements to processes and procedures. Application of relevant laws and regulations pertaining to the U.S. Department of State standards. Perform cashiering duties. Perform related duties of a similar nature or level as assigned by the Lead. Maintain constant awareness of all aspects of internal and external security. Prepare and mail envelopes with correct passport and corresponding supporting documents. Maintain a positive, professional, and empathetic attitude toward customers at all times.The work schedule for this position is flexible and may include working weekends. Duties and Responsibilities:

• Ensure the application and documents comply with Passport requirements, photograph meets U.S. Department of State standards, and customers are provided fee information
• Review passport application, photograph, identification and supporting documentation for completeness
• Must maintain constant awareness of all aspects of internal and external security verifying transactional accuracy
• Capable of performing tasks while maintaining a high level of accuracy
• Ensure that all documents are handled and stored securely, and that the applicant’s personal identifiable information is protected. Sign name and affix office’s authorized seal or stamp on the application. Mail passport applications to the appropriate address using traceable mail. Maintain the cleanliness and organization of the passport office areas
• Collect the required passport fees
• Assist citizens with the preparation of their passport application forms including, but not limited to, answering customer questions concerning application rules and process
• Interact with customers in a courteous and professional manner. Provide a high level of customer service including polite and accurate responses to the passport application process
• Interact with customers in a courteous and professional manner. Provide a high level of customer service including polite and accurate responses to the passport application process
• Ensure that all documents are handled and stored securely, and that the applicant’s personal identifiable information is protected. Sign name and affix office’s authorized seal or stamp on the application. Mail passport applications to the appropriate address using traceable mail. Maintain the cleanliness and organization of the passport office areas
• Screen evidence of U.S. Citizenship documents; Record the identification documentation presented on the application; Review the application to verify all required information has been provided
• Administer the Oath to the applicant and witness their signature
• Accepting payments, such as for tuition, fees, and other charges
  
  

Job Requirements:

• High School Diploma or General Equivalency Degree and
• One to three years of front facing customer service experience and/or clerical/office experience and
• Ability to become a Passport Acceptance Agent - per U.S. Department of state standards and
• Due to the nature of the government contract requirements applicant needs to be a US citizen
  
  

or

• An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above
  
  

Preferred:

• Three to five years of front facing customer service experience and/or clerical/office
• Bilingual (Spanish)
  
  

The ideal candidate will have the following knowledge, skills and abilities:

• Be energetic and self-motivated
• Provide friendly, high quality customer service
• Possess excellent communication skills
• Experience working with customers in a front facing capacity
• Ability to work as a team or independently in a fast paced environment
• Ability to multitask: phones, front facing applicants, and administrative duties
• Assist Passport Applicants, Student Payments and Passport questions
• Establish and maintain confidential files
• Effectively communicating technical or complex information in English, both orally and in writing
• Managing change and handling sensitive topics. Preparing basic documents and reports. Analyzing complex situations
• Establishing and maintaining cooperative working relationships with a broad range of constituents, including the College community and the public