The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
The City Clerk maintains a recorded history of government actions and provides assistance to the Mayor and City Council. The Clerk's Office delivers services that connect the public to local government; some of these services include: assisting the public to address Council, managing the boards and commissions process, fulfilling public records requests, performing research and records management, promoting transparency and providing access to records.
The City Clerk’s Office is seeking a Passport Administration Specialist who will plan and coordinate the passport acceptance services for the City Clerk’s Office. This administrative position requires competency in the following skill sets: attention to detail, cash management, customer service, communication (oral and written), organization, and time management. Ideal candidates will demonstrate analytical thinking, ability to provide high-levels of confidentiality and integrity and capacity for independent judgement, while working under limited supervision.
• Office hours are from 8:00 a.m. to 5:00 p.m. Standard office hours apply; however, periodically will work during non-traditional hours to accommodate extended service hours and weekends for any scheduled passport fairs.
Major Duties and Responsibilities
1. Accepts, inspects, and processes passport applications and supporting documents, ensuring all are acceptable and complete, all required information has been provided, and payments are correct, in accordance with U.S. Department of State guidelines.
2. Handles inquiries and concerns related to the application process and procedures by telephone, email and in person.
3. Coordinates and maintains calendar and appointment system.
4. Produces and reviews digital passport photos, meeting the specific requirements of the U.S. Department of State.
5. Prepares all passport applications received for transmittal; including completing forms and mailing documents.
6. Collects payments, issues receipts, completes daily cash reports, deposits monies, and reconciles financial reports.
7. Tracks passport mailings daily and follows up on mailings that appear to be undelivered.
8. Orders and maintains inventory of all passport forms and supplies.
9. Advises staff on new laws and policy changes affecting passport applications and ensures compliance.
10. Maintains site facility to meet U.S. Department of State standards to meet the criteria for annual recertification.
11. Coordinates passport fairs, when necessary.
12. Produces reports, handles special projects and other duties, as assigned.
Knowledge, Skills & Abilities
• Ability to direct daily operations, multi-task, problem-solve, evaluate services, and recommend enhancements.
• Excellent leadership, communication, and team building skills, and a strong customer-service orientation.
• Skill in time management and ability to maintain compliance with processing policies to meet deadlines.
• Knowledge of cash handling principles and basic mathematics.
• Ability to establish and maintain effective working relationships with other employees and the public.
• Demonstrated ability to work independently, take initiative, and manage changing priorities.
• Ability to maintain strict confidentiality and exercise discretion and sound decision-making when handling sensitive documents.
• Ability to keep his/her composure with the public and co-workers in everyday, potentially stressful situations.
• Two-year degree with course work in business administration or related fields.
• One to three years of experience in a high volume customer service atmosphere.
• Prior experience in business operations and handling of cash and other receipts.
• Demonstrated planning and organizational skills.
• Demonstrated interpersonal skills including the ability to work effectively as part of a team and provide customer service to a diverse client base.
• Knowledge of passport agency procedures and processing preferred.
• High School diploma or equivalent with one-year relevant work experience; or an associate’s degree; or an equivalent combination of education and relevant experience to successfully perform the essential job duties.
• Must meet eligibility requirements for passport certification as set forth by the U.S. Department of State, complete the training with a passing score and comply with requirements to recertify annually.
• Must have superior customer service, professional and interpersonal skills.
• Must possess strong analytical, organizational skills and attention to detail.
• Ability to work varied schedule, including evenings and weekends.
• Ability to operate various office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents
• Command of Microsoft applications, including Word, Excel, Outlook, and PowerPoint
• Must have or ability to obtain and maintain valid North Carolina Driver’s License.
$41,945-$55,052 Commensurate with Experience
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for any new City of Charlotte employees. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.
How To Apply
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
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