This office is responsible for travel documents and services for the entire Sponsor organization. The office interacts internally with groups, across the organization and also with external customer partners. The office environment is a fast paced walk-up and call center. The office consists of 20 people; including 16 case manager positions, one team lead, one manager, and 2 front office managers. The office operates out of two locations. Within the work unit, there are three sub units. This position will be assigned to one of the sub units.
The candidate will work off of established SOPs, but will also need to work with team members to critically think of solutions for non-routine cases. They will be certified passport agents, and will need to determine the validity and quality of applications to include photo quality and form integrity. The candidate will serve in a customer facing position with customer service being high in importance. The position deals with all levels of employees within the organization. They will need to work in a team environment and be able to triage their own work and their team members work in the event other officers are out on leave. The position does not require large volumes of written communication, as most of this is via canned responses. The position requires excellent verbal communication skills. The candidate's preferred hours are between 0800-1700. The walk-in hours are daily from 0800-1630.
Candidate will be required to gain passport agent certification. Candidate will be required to have intermediate knowledge of Outlook, Microsoft Office applications and ServiceNow. The candidate does not need to have prior experience with Sponsor systems, although this is a plus, but they must be able to learn the systems quickly.
This is the candidate's main job although on a receiving and processing side not submitting for others. The candidate will need to become a travel expert for OCONUS travel, specifically in regard to travel documents and travel submissions. The complexity of this work ranges from routine to highly complex and evolving dependent upon work events and agreements. The office processes circa 28,000 digital and walk-up requests annually.
The candidate will be required to triage multiple competing requirements with end-to-end task management. The candidate will need to provide metrics to management on an ad hoc basis. Quality control is a vital part of this position as the candidate will need to review the travel document packages for 100% compliance. The candidate will be required to sort, prioritize and d1stnbute mail material received from external partners which contains outgoing and incoming travel documents.
The candidate will be required to triage multiple competing requirements with end-to-end task management. The candidate will need to provide metrics to management on an ad hoc basis. Quality control is a vital part of this position as the candidate will need to review the travel document packages for 100% compliance. The candidate will be required to sort, prioritize and distribute mail material received from external partners which contains outgoing and incoming travel documents.
The candidate will need to attend weekly meetings specific to travel and their account. The meetings are generally at the working group levels and the candidate will need to provide input on the process and help to strategize solutions for evolving requirements. Scheduling meetings is not required. The candidate will work with Sponsor team members to ensure the proper data is prepared ahead of the meetings, not generally in a formal manner.
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GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.