Description:
Company Description
Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country’s most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services – focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed “A Players” who already align with the company’s core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.
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 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 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 carefully 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.
Requirements:
Required Competencies:
- Experience with Microsoft Excel for data management, coordination, and reporting.
- Ability to adapt to changing security procedures and requirements.
- 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.
- Attend local hiring events 3 - 4 times a month (may vary, depending on the business need).
- 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