Salary Range: $39,300 - $48,600 (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.
Requirements
Required Competencies:
- Experience with Microsoft Excel for data management, coordination, and reporting.
- Ability to adapt to changing security procedures and requirements.
- Prior experience in a similar role, customer service, or administrative position may be advantageous.
- Attention to detail and strong organizational skills.
- Excellent interpersonal and communication skills.
- Ability to handle confidential information with discretion.
- Perform other job-related duties as assigned.
Physical Requirements:
- The role primarily involves sedentary work.
- There may be occasional instances of stair climbing.
- Periodic standing and/or walking for extended durations may be required.
- Occasional activities such as reaching, squatting, bending, pulling, grasping, holding, and lifting objects weighing 25 - 30 lbs.
- Requires typing for most of the day.
- Effective communication through frequent periods of talking and listening is essential.
Education:
- High School diploma, GED certification
Clearance Requirement:
- US Citizenship is required.
- Active Public Trust/MBI clearance or the ability to obtain one.
Citizant
Citizant is a leading provider of professional IT services to the U
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