Passport Agent

Position Details

Classification Information

Position Classification Title

University Program Associate

FLSA

Non-Exempt

Position Class

10300

Position Overview

Position Summary

Are you detail-oriented and skilled in providing top-notch customer service? Do you thrive in administrative roles that require precision, confidentiality, and excellent organizational skills? If so, Winston-Salem State University’s Passport Office has an exciting opportunity for you!

About the Role:
As a Passport Acceptance Agent, you will play a crucial role in planning and coordinating the passport acceptance services at our university. This administrative position involves:

• Attention to Detail: Carefully accept, inspect, and process passport applications and supporting documents.
• Cash Management: Handling payments accurately and efficiently.
• Customer Service: Providing exceptional service to applicants, ensuring their smooth and hassle-free experience.
• Communication: Effectively conveying information both orally and in writing.
• Organization and Time Management: Managing your workload efficiently to meet deadlines and maintain an orderly office.

Key Responsibilities:

• Accept, inspect, and process passport applications and supporting documents.
• Ensure all applications are complete and comply with U.S. Department of State guidelines.
• Verify that all required information has been provided and that payments are correct.
• Maintain high levels of confidentiality and integrity in handling sensitive information.

Ideal Candidates Will Demonstrate:

• Analytical thinking and problem-solving skills.
• Ability to work under limited supervision and make independent judgments.
• High levels of confidentiality and integrity.

Why Join Us?

• Be a part of the vibrant community at Winston-Salem State University.
• Work in a role that directly contributes to helping students, faculty, and the broader community with their travel needs.
• Enjoy a supportive work environment where your skills and contributions are valued.

If you have a knack for administrative tasks and a passion for helping others, we encourage you to apply!

Winston-Salem State University is an Equal Opportunity Employer.

Primary Function of Organizational Unit

Business Services is a visible support unit on campus that provides essential services to students, faculty, staff, parents, and visitors. Business Services is comprised of the University’s self-supporting entities. The strategic goal of Business Services encompasses achieving operational excellence, generating revenue, and providing outstanding customer service satisfaction. Organizationally, Business Services resides in the Division of Finance and Administration. The department serves a vast and diverse customer base comprising seven functional units: Dining Services, Bookstore, Conference and Institutes, Post Office, Passport, Reprographics Services, and Ticket Office.

Position Information

Position Number

301232

Competency Level

Contributing

Working Position Title

Passport Agent

Building and Room No.

Anderson Center Modular Unit

Work Hours: From [time] to [time] on [days] of [week]

8:00 a.m. - 5:00 p.m.

Hours per week

40

Months per year

12

Appointment Type

Permanent Full-Time

If Time Limited.

Appointment Length.

DHR Assigned Fields

FTE

1

Requirements and Preferences

Position required to work during periods of adverse weather or other emergencies

Position required to work On-Call/Emergency Callback

No

Minimum Experience/Education

Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Years Experience, Skills, Training, Education

The ideal candidates will demonstrate analytical thinking, the ability to provide high levels of confidentiality and integrity, and the capacity for independent judgment while working under limited supervision.

Required License or Certification

Requires Successful Completion of Passport Certification Training
US citizenship

Valid US Driver's License

No

Commercial Driver's License Required

No

Physical Required

No

List any other medical/drug tests required

Posting Details

Posting Details

Posting Number

SPA00935P

Internal Posting Only

Time Limited Position

Appointment Length

Salary

Open Date

11/13/2024

Close Date

11/20/2024

Open Until Filled

No

Special Instructions Summary

A criminal background check will be conducted on the finalist candidate before the offer of employment. Management may consider other applicants if no applicants meet the required knowledge, skills, and abilities requirements. Salary will be determined based on competencies, equity, budget, and market considerations. Resumes will not be accepted in lieu of completing an electronic application. The application must be filled out in full detail, including work history, for your qualifications to be considered. Failure to complete the application entirely may result in disqualification from consideration.

Your application will not be complete until you receive an online confirmation number at the end of the application process.

Key Responsibilities and Related Competencies

Key Responsibilities and Related Competencies

Competency

Knowledge - Program and Organization

Describe the specific job duties related to this competency

Knowledge – Program and Organization: The incumbent should be very knowledge of the passport federal regulations. The incumbent should be able to analyze and explain how policies or procedures apply to programmatic and clients’ needs. The incumbent will process Passport applications, taking photos, running register, reconciliation of reports, data collection, and customer service. In addition, making daily deposits, making sure passports are mailed daily as well as other duties assigned.

Percentage Of Time

50

Competency

Program Administration

Describe the specific job duties related to this competency

Program Administration: Ability to understand issues, identify problems and opportunities to determine the appropriate course of action. Must be able to demonstrate an understanding and awareness of program services, policies and procedures; ability to demonstrate and apply this knowledge in the performance of the office support tasks; ability to explain and interpret program information to client/customers and staff. Responsible for holding yearly Passport certification classes on campus. Responsible for Passport yearly Facility Site visit. The incumbent should be able to administer all aspects of the passport program at the university effectively. Also, the incumbent should have the ability to make recommendations for the passport program, as well as have clear expectations and directions for the passport office that will generate revenue. In addition, the incumbent should have the ability to adjust the passport program priorities bases on the changing work environment and goals to meet the demands of their clients.

Percentage Of Time

20

Competency

Communication - Verbal / Written

Describe the specific job duties related to this competency

Communication – Verbal/Written: The incumbent should have the ability to explain passport application processes and procedures using sources that clients can reference. In addition, the incumbent should have the ability to covey federal information about passports with specific references to guidelines, policies and/or procedures or other sources. Also, incumbent should have the ability to draft internal policies and work processes for the passport office as well as create presentations using a variety of media outlets to convey passport information to individuals or groups.

Percentage Of Time

10

Competency

Information/Records Administration

Describe the specific job duties related to this competency

Information/Records Administration: The incumbent should have the ability compile passport data in report form. Also, to identify and understand passport issues, client’s needs and problems, of a recurring nature to effectively address and resolve situations. In addition, the incumbent should have the ability to track and monitor the passport program for outcome.

Percentage Of Time

5

Competency

Customer Service

Describe the specific job duties related to this competency

Customer Service: The incumbent should be able to explain passport applications, policies and procedures in terms of clients’ needs and business results and goals. Also, the incumbent should have the ability to maintain great working relationships clients on/off campus. In addition, incumbent should project a positive and professional image of Business Services to all constituencies.

Percentage Of Time

10

Competency

Leadership

Describe the specific job duties related to this competency

Leadership: The incumbent should have the ability to lead or supervise other staff members. Also, the incumbent should have the ability to train individuals and groups about passport federal regulations. Last, the incumbent should be a creative leader in marketing the Passport Office to clients, faculty/staff and students.

Percentage Of Time

5
Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Document
Required Documents Optional Documents