Passport Center & Operations Specialist - Center for Global Engagement

The Center for Global Engagement is seeking a Passport Center & Operations Specialist to coordinate the daily operations of JMU's Passport Acceptance Facility and provide operational purchasing and administrative-fiscal support for CGE Operations. This position serves as a U.S. Department of State certified Passport Acceptance Agent Lead and provides accurate, customer-focused passport services to JMU students, faculty, staff, alumni, and community members.

This role is responsible for passport application processing, customer service, appointment preparation, documentation review, payment processing, reconciliation, compliance records, inventory management, operational purchasing, small purchase credit card (SPCC) reconciliation, and maintaining accurate internal records.

This position requires regular on-site presence. The position may also be required to work occasional adjusted hours, including evening and/or weekend Passport Center hours, to support expanded customer access and operational needs. When adjusted hours are needed, the work schedule will be coordinated in advance and in accordance with university policies., * Serve as the U.S. Department of State certified Passport Acceptance Agent Lead for JMU's Passport Acceptance Facility.

• Process passport applications and review identity/citizenship documents, photos, fees, and supporting materials for accuracy, completeness, and compliance.

• Provide customer guidance by phone, email, and in person regarding passport forms, documentation requirements, fees, timelines, photos, and appointment expectations.

• Manage Passport Center appointment preparation, schedule review, reminders, follow-up, and rescheduling support.

• Maintain Passport Center records, customer instructions, appointment communications, internal procedures, reference materials, supplies, equipment, and secure documentation.

• Process, record, and reconcile passport-related payments, receipt logs, credit card transactions, Payment Insider reports, DTFs, and supporting documentation.

• Follow U.S. Department of State, PCI, university, and internal procedures related to passport processing, payment handling, records, and compliance.

• Coordinate routine operational purchasing for CGE Administration and Operations, including supplies, equipment, copier expenses, Passport Center supplies, postage, mailing materials, and other approved needs.

• Use assigned SPCC for approved purchases and complete required reconciliation, receipts, documentation, and purchasing records in accordance with university procedures.

• Monitor assigned recurring operational expenses, inventory needs, purchasing records, and internal operational files.

• Support limited Passport Center outreach/customer education and recommend improvements to communication, service delivery, operational efficiency, and compliance.

• Collaborate with CGE colleagues, campus partners, and external customers on assigned Passport Center and operational needs., Because serving as a Passport Acceptance Agent is an essential function of this position, candidates MUST meet all U.S. Department of State requirements to be eligible for consideration:

• Be a U.S. citizen.

• Be at least 18 years old.

• Be able to successfully complete all required U.S. Department of State training and certification requirements.

• Not be presently on parole or probation related to any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude.

• Not be presently under indictment for any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude.

• Be free of any federal, state, or local felony convictions or misdemeanor convictions related to breach of trust or moral turpitude.

Work Arrangement / Schedule: This position requires regular on-site presence due to in-person customer service, passport application processing, payment handling, document review, passport photo services, operational purchasing, and daily Passport Center/CGE operational responsibilities.

This position may be required to work occasional adjusted hours, including evening and/or weekend Passport Center hours, to support expanded customer access and operational needs. When adjusted hours are needed, the work schedule will be coordinated in advance and in accordance with university policies.

Conditions of Employment:

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

• Candidates MUST be able to meet all U.S. Department of State requirements to serve as a Passport Acceptance Agent.
• Related experience in financial transactions, purchasing, payment processing, reconciliation, administrative-fiscal support, customer service, or operational support.
• Experience maintaining accurate records, documentation, spreadsheets, tracking systems, or other administrative records.
• Working knowledge of Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Ability to learn and apply U.S. Department of State Passport Acceptance Facility requirements.
• Ability to learn and follow university purchasing, SPCC, payment documentation, reconciliation, records, PCI compliance, and approved payment handling procedures.
• Ability to handle sensitive customer, financial, and identity documentation with discretion and confidentiality.
• Ability to work independently, manage multiple priorities, and complete time-sensitive tasks.
• Effective written and oral communication skills with the ability to interact professionally with multiple customer bases.
• Commitment to cultural sensitivity, intercultural communication, and professional service to multiple customer groups.

Additional Considerations:

• Experience working in higher education, an international office, global engagement setting, or other student/customer-facing environment.
• Experience with payment processing, purchasing documentation, procurement processes, operational records, or audit/compliance preparation.
• Knowledge of PeopleSoft, Chrome River, eVA, Payment Insider, Terra Dotta, or related university systems.
• Experience balancing compliance requirements with clear, customer-focused service.
• Awareness of international education, cultural diversity, global engagement, or university service environments.

Pulled from the full job description

• Paid holidays, James Madison University is a publicly funded university with a beautiful campus and a supportive community that is committed to preparing students for the future. The university offers excellent comprehensive benefits which include paid vacation, sick, parental, and community service leave in addition to 19 paid holidays a year; affordable health insurance; retirement through the Virginia Retirement System. We also offer a work-life balance and integration program, Balanced Dukes, that is designed to support the overall wellbeing of our employees and a Tuition Waiver Program that allows employees to have tuition waived for undergraduate and graduate level courses taken at JMU.

Visit our Prospective Employee site to learn more about what makes JMU a great place to work: bit.ly/JMUEmployment