Responsibilities
- Schedule in-person and appointment-based services for PIV card activations, enrollments, certificate renewals, and PIN resets.
- Respond to phone and email inquiries concerning PIV credentials and access permissions.
- Facilitate the PIV enrollment process, including identity validation and collection of necessary documentation.
- Organize and manage appointment calendars to ensure efficient processing of applicants.
- Accurately gather and record personal details, biometric data such as fingerprints, and supporting information from applicants.
- Ensure all forms and required paperwork are fully completed and submitted per established procedures.
- Validate the legitimacy of submitted documents and applicant information to deter fraudulent activity.
- Apply authorized methods to confirm applicant identity prior to enrollment.
- Handle confidential personal data with care, following data privacy laws and security policies.
- Safeguard collected information to prevent unauthorized access or disclosure.
- Communicate clearly and professionally with applicants to explain enrollment steps, documentation needs, and next actions.
- Deliver high-quality customer service to resolve questions and concerns about the enrollment process.
- Manage escalations by actively listening, understanding concerns, and responding appropriately.
- De-escalate tense situations while maintaining a composed and courteous attitude.
- Keep detailed records of each enrollment, including applicant data, dates, and any issues encountered.
- Create and maintain spreadsheets to track the status of applications for new hires, contractors, and federal employees.
- Stay informed on current policies, regulations, and procedures related to PIV credentialing.
- Attend training sessions to improve expertise in enrollment protocols, data security, and customer interaction.
- Carry out additional duties as directed by supervisors.
Work Arrangement
On-site
Other
- Work is primarily sedentary in nature.
- Occasional stair climbing may be required.
- Periodic standing or walking for long durations is necessary.
- May involve reaching, squatting, bending, pulling, grasping, holding, and lifting items weighing 25 to 30 pounds.
- Requires frequent typing throughout the workday.
- Frequent talking and listening are essential for effective communication.
