Senior Aviation Trusted Agent Jobs in Dallas, TX at City of Dallas, TX
Title: Senior Aviation Trusted Agent
Company: City of Dallas, TX
Location: Dallas, TX
Responsible for addressing operational questions or concerns from customers regarding the issuance of airport identification media. Has the authority to provide guidance to accept or deny airport ID media applications and/or work authorization documents for the issuance of airport ID media, in accordance with Transportation Security Administration (TSA) federal regulations and airport Standard Operating Procedures (SOP). Performs duties and responsibilities of the Trusted Agent, while also monitoring the processes and operations of the Security Credentialing Office and the Security Credentialing Office staff.
1. Co-develops with the supervisor(s) the training and policies and procedures for the Security Credentialing Office staff in order to provide the best quality customer service to internal and external customers. 2. Updates manuals, policies and procedures with regular TSA directives. 3. Provides support and answers questions the Trusted Agents may have regarding all badging platforms SAFE, crossmatch, TSC and Lenel, as well as security directives and any office process, with the main purpose of minimizing errors and as a quality of measure. 4. Serves as quality assurance checkpoint for Trusted Agents. 5. Reviews airport ID media applications for completeness and accuracy. This includes conducting a review of required I-9 documents and verification that information has been entered in systems correctly. Screens applications for errors to ensure all data provided meets TSA requirements to ensure background checks are accomplished in a timely manner. 6. Conducts regular system audits and updates in compliance with TSA security regulations and directives. 7. Issues airport ID media, verifying required training is complete, proper access rights are assigned, photo is taken and ID media is printed. 8. Uses SAP (Pay 1) for the processing of payments and billing accounts for services rendered. Assists with billing reports, reversals and billing accounts reconciliations. 9. Assists the supervisors with monitoring communication with internal and external customers face-to-face or via telephone and email. Assists with monitoring that all ID media deactivations are completed in a timely manner, per TSA regulations. 10. Provides excellent customer service and translates as needed. 11. Processes applications as needed and helps at front desk. 12. Troubleshoots and assists customers with SSI Computer Base Training and will audit communication between systems. 13. Reconciles daily transactions and takes to accounting to process deposit. Archives daily transmittal forms. 14. Manages files by ensuring all required documents are properly alphabetized, sorted, labeled and filed correctly. 15. Other duties may include but are not limited to issuing vehicle ID media (stickers/caps), ordering necessary supplies and other office functions. 16. Conducts regular media/badge inventory counts. 17. Subject to varying shifts, including working some weekends. 18. Regular, reliable and punctual attendance is an essential function of the job.
High school diploma or GED.
Four (4) years of customer service experience which involved responding to complex inquiries, heavy data entry, analyzing documentation for accuracy, processing applications/permits and/or compliance/credentialing verification.
A current Airport Certified Employee (ACE) – Trusted Agent certification plus two (2) years of the required experience will meet the education and experience requirements.
Associate degree in any field plus two (2) years of the required experience will meet the education and experience requirements.
Bachelor’s degree (or higher) in any field plus one (1) year of the required experience will meet the education and experience requirements.
Must successfully pass the Transportation Security Administration (TSA) security threat assessment.
Must maintain a clear Transportation Security Administration (TSA) status.
Must successfully complete a fingerprint based Criminal History Background Check (CHRC).
Must maintain a clear Criminal History Background Check (CHRC) while occupying any position requiring access to the Security Identification Display Area (SIDA).
Must pass Transportation Security Administration (TSA) background investigation.
Subject to varying shifts including working some weekends.
Spanish/English bilingual skills preferred
SAP (Pay 1) experience preferred.
HID SAFE platform experience preferred.
Experience with the procurement process and AMS Advantage is a plus.
Knowledge of auditing and quality control processes.
Effective listening, oral and written communication skills.
Microsoft Office or similar software skills.
Excellent phone etiquette skills.
Intermediate to Advanced PC skills.
Strong customer service and innovative thinking skills.
Ability to perform basic arithmetic calculations to perform job related functions.
Ability to pay close attention to details.
Ability to attend to routine tasks and check paperwork for accuracy.
Ability to operate office equipment including computer, typewriter, copier, and fax machine.
Ability to comply with Transportation Security Administration (TSA) policies of security sensitive information.
Ability to multitask and use critical thinking for task resolution.
Knowledge and Skills
1 Knowledge of accounting, internal auditing and TSA compliance directives.
2 Knowledge of credentialing and related verification.
3 Knowledge of application and related documentation required for credentialing
4 Knowledge of all TSA and related regulations.
5 Ability to perform basic arithmetic and related job functions.
6 Ability to interpret and comply with TSA policies of security sensitive information.
7 Ability to speak Spanish is preferred.
8 Ability to use computers and various related software and systems.
9 Ability to make independent decisions based on adherence to federal rules and regulations.
10 Ability to provide exceptional customer service.
11 Communicating effectively and in writing.
12 Establishing and maintaining effective working relationships.
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.
Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.