About the position
Provides professional military personnel support services to the U.S. Navy’s Identification Card Administration (ICA) program at Navy installations designated as Defense Enrollment Eligibility Reporting System (DEERS) and Real-time Automated Personnel Identification System (RAPIDS) sites. Serves as ID Card/Common Access Card (CAC) customer service specialist trained and certified by the Defense Manpower Data Center (DMDC). Delivers ID Card services to all personnel assigned to support customer commands, other military service personnel, retirees and their dependents, and contractors verified through the Trusted Associate Sponsorship System (TASS). Performs as a Verifying Official (VO) on DEERS/RAPIDS terminal and ensures inputted data for accuracy and correctness. Verifies the identity and eligibility of authorized DoD beneficiaries, issues DoD Identification Cards and performs DEERS updates in accordance with DoD regulations and AFI 36-3026. Issues and strictly controls Armed Forces identification and privilege cards for all eligible personnel, (i.e., active duty military, retired military, 100% Disabled American Veteran (DAV) and respective dependents and verified contractors. Operates and maintains RAPIDS workstations, processes CACs, assists customers with questions concerning identification card eligibility, application requirements and DEERS, and answers telephone inquiries. Accomplishes DEERS enrollment and updates for all eligible beneficiaries, reconciles erroneous DEERS information, performs PIN resets, verifying and updating PKI certificates, and provides other ICA services as necessary. May also be certified by DMDC as Site Security Manager (SSM) with responsibility for the safekeeping, storing, and accountability of the CAC and related consumable materials. Maintains RAPIDS equipment within the physical parameters and configurations established at the time of installation. Performs “User Maintenance on RAPIDS equipment.
Responsibilities
- Provides professional military personnel support services to the U.S. Navy’s Identification Card Administration (ICA) program.
- Serves as ID Card/Common Access Card (CAC) customer service specialist.
- Delivers ID Card services to military personnel, retirees, dependents, and verified contractors.
- Acts as a Verifying Official (VO) on DEERS/RAPIDS terminal.
- Verifies identity and eligibility of authorized DoD beneficiaries.
- Issues DoD Identification Cards and performs DEERS updates.
- Issues and controls Armed Forces identification and privilege cards.
- Operates and maintains RAPIDS workstations.
- Processes CACs and assists customers with inquiries.
- Accomplishes DEERS enrollment and updates for eligible beneficiaries.
- Reconciles erroneous DEERS information and performs PIN resets.
- May be certified as Site Security Manager (SSM).
- Maintains RAPIDS equipment and performs user maintenance.
Requirements
- High School diploma or equivalent.
- 1+ years’ experience in a Customer Service environment.
- HR background in Military Pay, Military Personnel, Travel Claims or Navy Transportation.
- Proficient in both oral and written communication.
- Working knowledge of Microsoft Office Products (Word, Excel, Power Point).
- Working knowledge of standard office equipment.
Nice-to-haves
- Experience in similar roles in the private sector or other Federal Agency.
Benefits
- This is a Service Contract Act (SCA) covered position.
- Pay rate and health and welfare allowance specified in the applicable wage determination agreement.
