Insuring TDIS-PD screen is updated with the correct suspense information • Deal with urgent requests by applicants, under the direction of a Government Specialist • Verify all applications to determine the proper payment for expedite service • Attach the proper paperwork to application to continue the EF/AR process • Generate IRLs and email or call Expedite Fee (EF)/Application Response (AR) applicants • Receive undeliverable Passports, requesting issued applications from QC, and resolving mailing problems • Perform Quality Control in verifying that application data matches Passport processing data • Assist in training lower level Support Associates in job functions, duties, and tasks • Contact those acceptance facilities that bypass the lockbox provider without authorization • Assist 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 • Communicate with passport acceptance facility program managers under the direction of the CSM • Communicate 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 • Collect and record survey responses • Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled • When not directly assisting Customer Service, serve as a member of NPIC search team • Conduct 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 • Write recommended findings in a clear and concise manner that summarize the information gathered and identified during research • Perform analyses on passport cases being suspended to identify trends that may be useful in future research that is being conducted sent to Passport Specialists • Identify errors and areas for improvement in memos associated with these applications. Performance of Data Entry and Other Tasks: • Perform data entry • Operate various equipment for high-speed scanning, image review, book print, quality control, mail out, and metering mail • When operating a four-printer pod, prints passports at a rate of 50 to 65 passports per hour and reviews printed books for data accuracy and product quality • Review passport product against data system information for completeness and accuracy constantly applying laws, regulations, and procedures pertaining to the issuance of a U.S. Passport • Use TDIS and determine quality and correctness of prepared Passports, maintain issued applications in an orderly and traceable fashion, ensure Passport chips are activated, and accurately scan images into Government Client-provided data systems • Perform searches as requested for customer applications and use troubleshooting skills in connection with information given by the TDIS inquiry screens; contact customers by phone for verification of mailing address and/or data information • Create routine and expedited batches in TDIS • Prepare Informational Request Letters (IRLs) both electronic and written • Prepare Final Notice letters • Process refund/reimbursement requests • Generate a credit card payment from the applicant and distributing completed batches to the cashiers office.
