Job Description

Salary Range: $41,800 - $47,600 (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.
• Answer phone calls and email inquiries 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.

Qualifications

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.

Additional Information

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.