Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Company

Federal Reserve Bank of Atlanta

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.

The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.

The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

Looking for a Customer Service Support Coordinator. In this role, you will use your customer service and problem-solving skills to provide support to financial institutions using Federal Reserve Financial Services (FRFS) platforms.

The candidate will work the day shift. Any 8 hrs between 7:00am – 7:00pm EST. Probably leaning towards the later portion of that shift. Must be
available to work assigned shift between hours of operation. Overtime is periodically available as work volume dictates.

Key Activities:

• Provide superior customer service to external customers (financial and non-financial institutions and government agencies) and internal customers (Federal Reserve Bank operating departments and national lines of business, Board of Governor’s staff and other System entities) by independently responding to and resolving routine service requests received via multiple channels (i.e., phone, email, fax, paper mail, etc.) using a variety of applications, tools, databases and other resources.
• Ensure that complex inquiries and issues are escalated to more experienced staff or management as appropriate.
• Contribute to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing user security requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications using multiple electronic access platforms by adhering to strict security controls and procedures.
• Verify accuracy of access requests and associated documentation; conduct due diligence to verify authorization; assess customer eligibility; complete required backend application updates and documents customer interactions into applicable systems following established procedures.
• Coordinate with other Reserve Bank operating departments and business lines as appropriate; follow up on issues requiring additional research and escalates critical incidents such as access violations and potentially fraudulent activity.
• Advise customers regarding the implementation of Federal Reserve products and services and electronic access platforms.
• May participate in business continuity testing as well as QA or production testing for new software enhancements and releases on distributed and/or enterprise applications.
• Maintain a general knowledge and keep abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls, which change frequently.
• Maps user credentials and server certificates.

Requirements:

• Typically requires a high school diploma or GED
• Typically requires at least one year of experience in customer service, operations and/or related area. (Four years of experience required for level II.)
• Demonstrated ability to interface with customers and resolve routine issues, follow and explain operating policies and procedures and achieve service levels while meeting high productivity and quality standards.
• Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast paced environment.
• Proficient computer skills including, but not limited to data entry, and ability to navigate within multiple applications concurrently.
• Experience with Microsoft Office applications, Internet and web-based applications, e-mail systems, etc.
• Strong skills in the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communications including active listening, and time management.

Additional Information:

Locations:

• The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite with limited flexibility.
• Preferred districts for hire: Minneapolis, MN and Kansas City, MO
• Not Eligible for remote work

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401K match, and a fully funded pension plan
• Paid vacation and holidays; flexible work environment
• Generously subsidized public transportation
• Education Assistance Program
• Professional development programs, training and conferences
• And more…

Additional Requirements:

• This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
  • For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
• Federal Reserve Bank of Atlanta employees must comply with the Bank’s ethics rules. These rules generally prohibit employees, their spouses/domestic partners, and minor children from holding financial interests (such as common stock and corporate bonds) issued by financial institutions. This prohibition also applies to investment funds that focus on investing in the financial sector. If you, your spouse/domestic partner, or minor child own such securities, you will generally be asked to divest them if you accept an offer of Bank employment. If you have concerns about this prohibition, you should raise the issue with the recruiter for this posting early in the process.

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

The Federal Reserve Bank of Atlanta is an equal opportunity employer.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Customer Experience Family Group

Work Shift

First (United States of America)

The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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