Salary Range: Up to $46,300 (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 related to PIV credentials and access control matters.
- Coordinate and conduct the PIV card enrollment process, including verifying applicants' identities 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 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 involves listening, understanding, and responding to customer needs and expectations.
- De-escalated problematic customer concerns, maintaining a 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 the 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.
Required Competencies:
- Provides administrative-type support to technical and management-level personnel. This includes, but is not limited to, documentation planning and support, project administration, general office support, executive secretarial support, human resource planning, event planning and administration, office relocation planning, etc.
- Coordinates and plans office administration and support.
- POC for Credentialling Specialists at their site to answer questions and provide guidance.
- Work with the onsite IRS manager and act as the liaison with the team.
- Ensure that the CSs at their site follow both IRS and Citizant policies and procedures, including timeliness and dress code.
- Ensure that any equipment issues for the site are reported to IT.
- Escalate any staff performance issues to the Deputy PM of their region.
- Experienced Credentialing Specialist with a minimum of six months of experience and proven performance with leadership abilities.
- Microsoft Excel 2007/2010 and Microsoft Access 2007/2010 for data management, data analysis, coordination, and reporting
- Multi-task in a fast-paced environment
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 include 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 strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.
Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
