Passport Office Coordinator
Job Summary
The Passport Office Coordinator plays a vital role in supporting San José State University’s Passport Acceptance Facility, serving students, faculty, staff, and community members through accurate, compliant, and customer-focused passport services. Working under general supervision, the Passport Office Coordinator reports to the Vice Provost for Academic Innovation with work lead from the Passport Services Specialist. The Passport Office Coordinator plays a critical role in the daily administration and coordination of the SJSU Passport Acceptance Facility.
This position organizes activities to ensure compliance with U.S. Department of State regulations, university policies, and best practices for passport processing. The incumbent is responsible for managing passport application intake, maintaining records, assisting with financial transactions, and supporting customer service functions. The position also supports marketing and outreach efforts, process improvement initiatives, and financial reconciliation activities. The Passport Office Coordinator participates in training, assists with scheduling, and supervises student assistants while ensuring a high-level of customer service for applicants. This role is essential in fostering a friendly, professional, and efficient environment in the SJSU Passport Acceptance Facility.
Key Responsibilities
- Serves as a Passport Acceptance Agent and supports daily operational activities of the SJSU Passport Acceptance Facility, ensuring compliance with U.S. Department of State regulations and university policies
- Careful review and intake of documents, forms, identity verification and proof of U.S. citizenship related to completing passport applications in compliance with the U.S. Department of State regulations
- Ensures security protocols are followed regarding passport documentation, payment handling, and storage of sensitive data
- Supports established risk prevention and mitigation procedures by accurately reviewing documentation, following required controls, and escalating potential concerns in accordance with U.S. Department of State and university protocols
- Handles cash, performs credit transactions, prepares deposit revenues associated with, and creates payment logs for daily operating expenses
- Supports the Passport Services Specialist in the preparation of the filing of passport transmittal forms, copying files, and mailing of passport applications to the State Department
- Serves as the point of contact for routine Passport Acceptance Facility (PAF) customer inquiries, providing accurate information, resolving standard concerns or complaints, and escalating non-routine or complex issues to the Passport Office Supervisor as appropriate
- Responds to inquiries via phone, email, and in-person interactions, providing guidance on passport application requirements
- Provides lead work direction to student assistants (Passport Agents), including supporting hiring processes, onboarding, training, scheduling, and day-to-day performance feedback in accordance with established procedures
- Ensures smooth workflow, proper break/lunch scheduling, and adherence to policies
- Identifies operational efficiencies and recommends procedural improvements to enhance customer experience, service flow, and compliance
- Troubleshooting issues with the check-in system, student workers, customers, and facilities
- Maintains quality control for passport and photo services and ensures consistency in procedures
- Coordinates routine updates to SJSU Passport Office website to ensure accuracy, compliance with U.S. Department of State guidelines, and timely communication of services
- Works with IT and administrative teams to update technology solutions, such as online appointment scheduling and digital recordkeeping
- Supports outreach and promotional efforts by assisting with content updates, informational materials, and coordination of approved messaging to promote passport services
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