HSPD-12: Government Badging & Credentialing Specialist (Springfield - REF1649L)**

$40,800 - $54,500/Yr

Citizant - Springfield, MO

Full-time - Entry Level

Springfield, MO

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The position involves managing the enrollment process for Personal Identity Verification (PIV) cards, which includes scheduling appointments, answering inquiries, and coordinating the enrollment process. The role requires a strong focus on data security and privacy, as well as excellent communication skills to provide customer service and manage escalations effectively. The individual will be responsible for maintaining accurate records and ensuring compliance with relevant policies and regulations.

Responsibilities

• 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 related to PIV credentials and access control matters.
• Coordinate and conduct the enrollment process for PIV cards, 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.
• Accurately collect and document personal information, biometric data, and other necessary details from applicants.
• Ensure that all required documents and forms are properly completed and submitted according to established guidelines.
• 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.
• Handle sensitive personal information with 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.
• Communicate clearly and professionally with applicants, explaining the enrollment process and required documents.
• Provide excellent customer service to address questions and concerns related to the enrollment process.
• Manage escalation of customer concerns, maintaining a calm and friendly demeanor.
• Maintain accurate records of the enrollment process, including documentation of each applicant's information and enrollment date.
• Prepare and maintain spreadsheets tracking the status of new applicant, contractor, and federal employee files.
• 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

• Strong organizational skills to manage appointments and schedules effectively.
• Excellent communication skills, both verbal and written, to interact with applicants and provide customer service.
• Attention to detail for accurately collecting and documenting personal information and biometric data.
• Ability to handle sensitive information with discretion and adhere to data protection regulations.
• Experience in customer service, particularly in managing escalations and addressing concerns.