Title: CSR - Jr. Personnel Security Specialist (PSS)

Location: Dublin, GA

We are seeking a motivated Customer Service Representative - Junior Personnel Security Specialist to join our dynamic team at GovStrive. If you are looking to build your career in personnel security, this is a great opportunity to gain hands-on experience and contribute to the success of a federal consulting agency.

At GovStrive, we are dedicated to helping our federal government clients improve their HR organizations' operational effectiveness and customer service while ensuring compliance with federal regulations. We transform processes, data, and systems to drive better organizational decisions and help our clients function more efficiently and cost-effectively.

This role will be located on-site at our Dublin, GA Shared Services Center and provide vital support to the HR teams of various federal agencies, focusing on personnel security and onboarding processes.

Job Description:
As a CSR - Jr. PSS, you will be responsible for ensuring the smooth progression of background investigations for permanent employees and other personnel as requested by our clients. You will act as the main point of contact for applicants, supervisors, and staffing personnel, offering guidance through the investigation process. Additionally, you will ensure that all information is accurate and complete, maintaining compliance with contractually mandated timelines.

Key Responsibilities:

• Reviews and verifies the appropriate level of background investigation required for each case.
• Initiates and manages eAPP (formerly eQIP) cases through the NBIS System, ensuring all background investigation requirements are met within established deadlines.
• Completes client-specific transactions and tasks, adhering to Service Level Agreement mandates and timeframes, as outlined in Standard Operating Procedures.
• Ensures the accuracy, timeliness, and documentation of all task-specific data, allowing for effective milestone monitoring, reporting, and timely invoice completion.
• Identifies underlying issues and independently takes steps to resolve them using appropriate tools and skills.
• Develops and maintains all necessary documentation related to specific task orders, ensuring compliance and accuracy.
• Assesses and identifies client needs to deliver tailored solutions that meet expectations.
• Applies expertise to resolve new or undocumented incidents, ensuring compliance with contractual and internal processes.
• Responds to email and voicemail inquiries within designated timeframes, documenting resolutions appropriately.
• Actively listens to clients, asking relevant questions and proposing solutions that address their needs effectively.
• Acts as the primary liaison between applicants and their supervisors, addressing questions and concerns to facilitate smooth operations.
• Collects and analyzes data with precision, resolving issues associated with data gathering, and performing benchmarking and optimization analyses.
• Recommends updates, transformations, and enhancements to business processes, procedures, and technologies to improve efficiency and effectiveness.
• Utilizes technology to capture and evaluate relevant data, providing actionable insights and solutions.
• Ensures the security and proper use of government property provided for contractor use, safeguarding facilities, equipment, and materials at the close of each workday.
• Provides regular updates to the Project Manager, highlighting any areas of concern along with recommended solutions.
• Collaborates with supervisors and teammates to develop the most effective solutions for complex challenges.
• Actively engages in individual and group coaching sessions, contributing to continuous improvement and embracing new learning opportunities.
• Supports the development of new representatives by providing coaching and training as needed.

Required Education and Experience:

• High school diploma with at least 3 years of relevant experience in a security or intelligence field.
• Tier 2 security clearance or higher is required for this position.

Preferred Education and Experience:

• Associate or Bachelor’s degree with 4 or more years of subject matter expertise in security or intelligence disciplines, with experience in government security programs.

EEO Statement

GovStrive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. GovStrive does not discriminate in employment on the basis of age, disability, ethnicity, gender, gender identity and expression, religion, sexual orientation, or protected veteran status.

Join us at GovStrive and be part of a team that values diversity, invests in employee development, and offers a comprehensive benefits package, including PTO, healthcare, matching 401K, flexible hours, and a collaborative work environment.