Job Title:
Single Point of Contact (SPOC) – U.S. Embassy Support
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Location:
Frankfurt, Germany
Remote: 90%, with occasional onsite presence required at the U.S. Consulate in Frankfurt or at other assigned U.S. Consulates.
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Start Date:
October 1, 2025
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Contract Type:
Full-time, contract
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Annual Gross Salary:
€55, month contract)
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Language Requirements:
• German: C1 or C2 level – Mandatory
• English: Fluent (spoken and written)
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Work Authorization:
• Must be legally authorized to work in Germany
• We do not provide sponsorship for this role
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Security & Confidentiality Requirements:
• Must be eligible and willing to undergo a government background check
• Must be able to handle sensitive and confidential documents, including those related to NATO-OTAN
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Position Overview:
The Single Point of Contact (SPOC) serves as the primary source of information, monitoring, and reporting for one or more assigned U.S. Embassy or Consulate posts. The SPOC ensures consistent, high-quality service delivery to embassy clients and oversees coordination of field services, document handling, audits, and reporting across multiple operational areas.
This role is primarily remote (approx. 90%), but may require occasional travel to consular sites, and the SPOC may be assigned to more than one consulate or post depending on task order coverage.
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Key Responsibilities:
1. Fee Collection Services
• Monitor daily vendor sweep confirmations and report discrepancies
• Reconcile receipts against swept amounts
• Escalate issues and conduct onsite audits
• Maintain audit documentation in Atlas
1. Client Coordination
• Act as liaison with one or more U.S. Embassies or Consulates
• Train embassy personnel on GSS services
• Coordinate document pickup/drop-off times and work schedules
• Provide accurate responses to inquiries and escalate as necessary
1. Document Delivery Services
• Manage vendor performance per SOP
• Monitor and report document delivery incidents
• Conduct onsite audits and maintain reports in Atlas
1. Greeter Services (where applicable)
• Supervise and schedule greeter staff
• Ensure compliance with dress code and performance standards
• Conduct training and weekly spot visits (if located near a consular post)
• Serve as a greeter when needed
1. Information Services
• Support updates to the GSS website and call center scripts
• Maintain accurate email templates and canned responses
• Monitor inquiry volumes and ensure SLA compliance
• Conduct audits of call center operations and reporting
1. Appointment Services
• Coordinate appointment scheduling with the U.S. Embassy/Consulate
• Train embassy staff on appointment functionality in Atlas
1. Reporting
• Communicate daily with the Task Order Manager (TOM)
• Draft weekly, monthly, SLA, quality, and risk reports
• Maintain meeting minutes and escalate operational issues or fraud indicators
• Assist in the implementation of CGI's fraud prevention plan
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Supervision:
• Reports to the Task Order Manager
• Must operate independently while coordinating with the regional support structure
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Required Qualifications and Skills:
Education
• Bachelor's degree (preferred fields: engineering, finance, administration)
• Advanced degree and/or PMP certification is a plus
• Familiarity with basic financial accounting is beneficial
Experience
• Minimum 5 years of progressive experience in program execution or operations
• At least 2 years in a supervisory or client-facing capacity
• Previous exposure to government, embassy, or international project environments
• Experience in vendor and customer service management
• Reporting and documentation experience highly valued
Technical Skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience using systems like Atlas or similar platforms
Interpersonal Skills
• Strong communication, problem-solving, and organizational abilities
• Ability to work independently and manage multiple priorities
• High level of discretion, punctuality, and attention to detail
• Flexibility in work schedule with full availability during the week
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Equal Opportunity Statement:
We're is an equal opportunity employer. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, or any other legally protected status. We are committed to fostering a diverse and inclusive work environment.