Position Highlights

The Passport Acceptance Agent is a key team member of the University of Arizona Passports (UAP) team. The Passport Acceptance Agent is responsible for providing exemplary customer service to those seeking to apply for a U.S. Passport while adhering to Department of State (DOS) guidelines.

Acceptance Agents uphold all legal responsibilities for passport application acceptance. By signing an application, the agent is verifying that the customer, who personally appeared, the passport photos & the ID presented (as documented) were one-in-the-same; that the applicant took the oath and signed the application-all as personally witnessed by the Acceptance Agent.

Visa sponsorship is not available for this position.

Duties & Responsibilities

• Oversee every aspect of the passport application acceptance process, including the disposition of execution fees, be void of the appearance of any impropriety, either real or perceived.
• Collect only fees authorized by the U.S. DOS.
• Complete DOS-provided new agent training before accepting any passport applications and complete the acceptance agent refresher course every 12 months thereafter. Comply with program requirements for Annual Recertification.
• Screen identity and citizenship documents to properly execute passport applications.
• Submit passport applications to DOS.
• Assist with maintaining inventory to support UAP operations.
• Provide the full range of service options to all University of Arizona Passports customers in a courteous and professional manner.
• Meet customer demand and provide quality passport service.
• Ensure that all types of current passport applications and forms are always available.
• Ensure that the current version of the Passport Agent's Reference Guide (PARG) is accessible and that its guidance is followed.
• Cooperate with Acceptance Facility Oversight (AFO) program analysts by providing requested information during audits.
• Provide incoming callers and visitors with basic information concerning the scope of UAP Services.
• Hire, train and schedule student staff members.
• Interpret and explain established guidance, policies, and procedures to assist passport applicants.
• Maintain the security of passport transmittals and applications awaiting daily shipment to DOS. Ensure separation of Routine and Expedited applications.
• Maintain secure records of daily transmittal forms for two years and track package shipping progress until it has arrived at DOS.
• Only release passport application information to the customer and to Passport Services, and do not retain copies of executed applications or other personal forms or personal documents of customers.
• Refer any requests from law enforcement officials for passport application information directly to the Regional Customer Service Manager to ensure compliance with the Privacy Act.
• Photograph passport applicants to meet established DOS passport photograph standards.
• Train incumbent Passport Acceptance Agents to an acute degree of detail so that they can pass a test administered by DOS and demonstrate an ability to sustain daily UAP operations.
• Train and support student workers to accept passport applications, take passport photos, and maintain reception desk.

Knowledge, Skills, and Abilities (KSAs):

• Ability to effectively communicate and collaborate with people from a variety of cultural backgrounds.
• Ability to work with various groups of people.
• Strong customer service and communication skills.
• Excellent organizational skills and time management skills.

Minimum Qualifications

• High school diploma or high school diploma equivalency is required.
• Minimum of 7 years of relevant experience, or equivalent combination of education and work experience.
• Must be a U.S. Citizen.
• Must be 18 years or older.
• Be free of any Federal or State felony convictions related to breach of trust or moral turpitude, i.e. embezzlement, document fraud, drug offense, or dishonesty in carrying out a responsibility involving public trust.
• Not presently on parole or probation relating to any Federal or State conviction.
• Not participate in any relationship with another source nor delivering another service that could be perceived as a conflict-of-interest.