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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.

Job Description

Duties & 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/email inquiries for all things 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 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.
• Attend local hiring events 3 - 4 times a month (may vary, depending on the business need).
• Perform other job-related duties as assigned.

Education:

• High School diploma, GED certification.

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.

Clearance Requirement:

• US Citizenship required.
• Active Public Trust/MBI clearance or the ability to obtain one.

Starting salary range: 

• $38,000 - $47,400 (depending on experience)

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Disclaimer: Please note that the position you are applying for is part of a pipeline recruitment process. This means the role may not be immediately available but is expected to open in the near future. We are proactively seeking qualified candidates to ensure a prompt hiring process once the position becomes available. Your application will be retained for future consideration as openings arise, and we will reach out to you when the hiring process begins. Thank you for your interest and patience!

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.