Job Description

JOB SUMMARY:

Under direct supervision, this position provides a high level of customer service and performs a range of administrative tasks related to the acceptance/execution of passport applications for new passports, lost passports, and child/minor passports.  Assure all materials and steps needed to process the passport application meet the required guidelines such as taking and processing photographs, verification of U.S. citizenship documents (birth certificates, drivers licenses, etc.), reviewing the application to verify all required information has been provided, and collecting required passport fees.  Interpret Passport policies related to the passport application process and to resolve customer issues within established policies and procedures.  

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Process passport applications by verifying applicants’ documentation meets the requirements provided by the National Passport Office; 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. (15%)
• Assist citizens with the preparation of their passport application forms including, but not limited to, answering customer questions concerning application rules and process. (15%)
• 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.  (15%)
• Explain and apply the regulations, policies, and procedures of the passport process. (15%)
• Take and process photograph of applicant; Verify that the photograph is a true likeness of the applicant and meets passport application requirements. Administer the Oath to the applicant and witness their signature. (10%)
• Collect the required passport fees. (10%)
• 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.  (10%)
• Assists in the mailroom. Sorts and delivers mail on campus Determines the proper postage on mail when covering customer service window. Sells stamps when covering customer service window. 5%)
• Completes all other duties and responsibilities as assigned. (5%)

QUALIFICATIONS, KNOWLEDGE AND SKILL REQUIREMENTS:

• High school diploma or equivalent; one (1) year of related work experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• Valid Florida driver’s license.
• Current Certified Passport Acceptance Agent. Re-certify annually as a Passport Acceptance Agent
• Exceptional customer service skills.
• Knowledge of the mailroom operations.
• Knowledge of handling of money. 
• Preparing the mailing of passport confidential information with discretion.
• Skill with basic computer applications employees use on the job or as employees of the College.
• Skill in organizing.
• Ability to pay attention to detail, follow instructions, and work independently as well as with others.

PHYSICAL DEMANDS:

This position classifies the physical exertion requirements as light work involving lifting no more than 20 pounds at a time.  If someone can do medium work, we determine that he or she can also do sedentary and light work.

ADDITIONAL EXPECTATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Additionally, all employees of the College are expected to maintain professional standards of communication, able to learn and apply new technology, and abide by all policies and procedures. Continued employment remains on an “at-will” basis.

Position is expected to work 5 days per week, 6 hours per day.  There may be intermittent opportunity to pick-up hours during the work week to cover staffing needs. 

This description is intended to indicate typical kinds of tasks and levels of work difficulty that will be required of positions given this title and shall not be construed as declaring every specific duty and responsibility of the particular position.  This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time