Front Desk Support & Enrollment Agent

Position Summary: Under the direction of the Front Desk Supervisor and working closely with operations staff, the Front Desk Support & Enrollment Agent is responsible for assisting with activities related to WRTP|BIG STEP participant flow, front desk and program activities.

The Front Desk Support & Enrollment Agent will also become a certified TSA Agent for processing enrollments through participation in commercial, state, and/or federal programs (TSA Precheck, TWIC, HAZMAT – additional information can be at https://universalenroll.dhs.gov/). The employee performs electronic fingerprinting functions according to the commercial, state, or federal customer’s program requirements. This position will be introduced to various processes, taught how to operate various fingerprinting and document machinery, and trained to navigate through specialized computer software databases.

Requirements

Essential Duties and Responsibilities:

Front Desk Support:

• Provide support to program staff related to General Information Sessions, BIG STEP Orientations and other recruitment and outreach efforts.
• Greeting and directing clients and guests in a professional and consistent manner.
• Understand and communicate programs, enrollment and eligibility process.
• Conduct Initial program intake and assessment scheduling.
• Assisting with special projects as assigned.
• Perform clerical and office functions such as, but not limited to answering multiple phones and directing a wide variety of callers in an accurate and professional manner.
• Maintain confidentiality of all agency files/records, business lists, and contractual agreements.
• Represent WRTP and BIG STEP, members, and partners in a professional manner at all times.

Enrollment Agent:

• Provide enrollment services to clients for TSA Precheck, TWIC, HAZMAT programs – (additional information can be found at https://universalenroll.dhs.gov/).

• Very strong communication skills, including greeting and directing clients and guests in a professional and consistent manner and understanding and communicating programs, enrollment and eligibility processes.
• Understand and communicate programs, enrollment and eligibility process
• Perform basic maintenance and troubleshoot issues with fingerprinting equipment, including computer hardware and software.
• Obtain successful customer fingerprint images and capture biometric information to meet or exceed program standards.
• Verify customer identity and scan required documents into database system.
• Successfully complete required biometric and data capture processes and paperwork on each customer.
• Adhere to all company and departmental employment policies regarding security and confidentiality.
• Other duties as appropriate.
• This job description provides a general but not comprehensive list of the essential responsibilities and qualifications required. It does not represent a contract of employment. WRTP/BIG STEP reserves the right to change the job description and/or posting.

Required Skills:

• The successful candidate must be able to pass TSA security background check, please go to salenuniversalenroll.dhs.gov/ to check your eligibility. The position will require sporadic ongoing online training.
• Customer and Personal Service – Knowledge of principals and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Technology – Knowledge of electronic equipment, computer hardware, and computer software, including applications and data entry.
• Clerical – Knowledge of administrative and clerical duties, such as word processing, managing files and records, designing forms, and other office procedures.
• Monitoring – Monitoring/Assessing performance of self, other individuals, and/or outside organizations to make improvements or take corrective action.
• Integrity – Job requires ethics and honesty.

Minimum Qualifications:

• Must be able to pass federal background check, drug test, credit check, and reference/employment verification.
• Must be at least eighteen (18) years old.
• Must be a US Citizen, without dual citizenship.
• High school diploma or equivalent degree required.
• Proficiency in Microsoft Office Suite is required.
• Outstanding oral and written communication skills, excellent interpersonal skills.
• Able to multi-task while also being highly detail-oriented.

• This position requires the ability to regularly sit and write at a computer, stand and lift less than 20 pounds to stock office supplies, frequently move from room to room to accommodate guests, use a telephone and use a computer equipment to generate input and output and transmit data.
  
  All contractors seeking to commence work on a TSA contract will be required to obtain a favorable pre-appointment determination as part of the Enter-On-Duty (EOD) process. The pre-appointment determination is based on criminal history records checks (including FBI fingerprint submissions); credit checks; and a review of required security forms (SF-85 – Questionnaire for Non-Sensitive Positions or SF-85P - Questionnaire for Public Trust Positions). TSA is very serious about the reliability and trustworthiness of individuals hired into the Agency as either a federal employee or TSA contractor.

WRTP/BIG STEP is an equal opportunity/ADA employer. All federal, state, and local and other fair employment standards including EEO and ADA requirements in race, gender, gender identification, religion, national origin, disability, political affiliation, veteran status, veterans, or disabled veteran’s status as found in 41CFR 60-1.4, 60-250.4 and 60-741.4 are herein incorporated by reference. Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990. WRTP/BIG STEP encourages applications from all the above referenced protected and unprotected status groups. WRTP|BIG STEP performs pre-employment background checks subject to job requirements, notify HR (Human Resources) if special accommodations are needed. 

Benefits

Position Description: Full-Time, Non-Exempt, Represented

Pay Range: $18.00 per hour, commensurate with experience
Hours: Monday - Friday 7:45 A.M. - 4:45 P.m.

• Health Insurance - Employer pays 90% of single health plan premium, or 85% of any other plans. 
• Dental Insurance (single or family) – 100% Employer paid. 
• Vision Insurance (single or family) – 100% Employer paid. 
• Life Insurance & Accidental Death & Dismemberment Insurance – 100% Employer paid. 
• Short Term & Long-Term Disability Insurance – 100% Employer paid.
• 10 vacation days after 90 days of employment. 
• 9 personal days after 90 days of employment. 
• 13 Paid Holidays annually. 
• 10% of monthly salary contributed to retirement accounts.