APS 4 - Passport Case Officer

As an APS4 Passport Case Officer, your duties include: Facilitate the coordination of workflow, workload and resource allocation priorities as they relate to the eligibility of travel document tasks as well as provide assistance with face-to-face interviews of clients to enable travel and legalisation documents issuance. Perform internal/external correspondence, client service, personalisation support, custodian, telephone enquiries, spoils and destruction for small to medium offices. Provide advice and support to other staff in relation to issuing Authentications, Apostilles and Certificate of No Impediment in line with the Department's guidelines and international legal requirements. Deliver courteous, prompt and professional client service when providing guidance to the public on travel document matters and document legalisation processes through various channels including face-to-face, telephone or in writing. identify, investigate and resolve moderately-complex-to-complex passport eligibility and related issues. Suggest solutions to senior officers as appropriate when escalating matters. liaise and collaborate with key internal and external stakeholders to keep abreast of developments related to the issue of Australian travel documents and other operational areas. May be required to perform straightforward or routine travel document client interviews, for Australian travel documents (as required) in Canberra or State and Territory Offices. Ability to perform high speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work if required. Meet deadlines, required work outputs and performance expectations in line with APO Performance Frameworks