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 operations, technology, product and industry engagement, enterprise services, 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 financial institutions 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.

We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Onsite Work Expectations:
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.

About the Role
A skilled IT professional to provide critical technical support for our Federal Reserve Financial Services System Level Help (SLH) Team to deliver exceptional customer support, by providing second and third-level technical support. Your responsibilities include facilitating Customer Connectivity Tests and serve as a technical liaison between customers, internal teams, and vendors. You'll manage technical projects from start to finish, maintain detailed documentation, and identify process improvements. This position requires excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.

Essential Functions

Provide advanced technical support for Federal Reserve Financial Services, by preparing, researching, and resolving external customer change management requests and connectivity issues while applying internal procedures and policies to identify, diagnose, and resolve problems. This requires in-depth knowledge of both internal and external production and test environments, applying appropriate information security controls, supporting file and message delivery mechanisms, and managing the infrastructure and support tools that keep these systems running smoothly. You'll also be responsible for handling more advanced questions or problems in accordance with defined standards for timeliness, accuracy, and completeness.

Serve multiple stakeholder groups including local Reserve Banks, business partners, System IT, external customers, and vendor technical support staff. This involves analyzing business and user needs, assisting with or managing complex technical projects related to FRB access channels and networks, and identifying opportunities for continuous improvement to support the Federal Reserve communication networks and technology infrastructure. You'll contribute to the development and maintenance of FRFS business processes, procedures, and guidelines while creating technical documentation and maintaining customer information and problem reporting databases.

Your responsibilities may also include specialized functions such as assuming facilitation of customer-initiated requests for equipment and circuit changes, providing advanced consultative support for customer onboarding activities, facilitating network and application integration validations, or supporting system-level technical outages. You'll maintain and/or utilize the local lab for regression testing, problem resolution, and training purposes. Additionally, may provide training and guidance to other team members and you may be required to provide on-call support for urgent issues outside normal business hours.

Performs other duties as assigned.

Key Activities

• Install, maintain, monitor, and troubleshooting systems and applications while providing advanced technical support to resolve complex customer issues.
• Serve as technical liaison between customers, vendors, and internal teams while managing onboarding projects, equipment changes, and infrastructure implementations.
• Research and resolve connectivity issues and change requests, escalating advanced problems according to established standards for timely resolution.
• Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability.
• Create and maintain technical documentation, procedures, and guidelines while identifying opportunities to improve processes and infrastructure.
• Provide after-hours support for urgent issues.

Desired Strengths:

• Deep knowledge of systems administration, network infrastructure, electronic access platforms, and both production and test environments
• Ability to diagnose and resolve sophisticated technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems independently
• Capacity to lead customer projects, coordinate across multiple stakeholders, manage timelines, and take ownership of complex implementations from start to finish
• Skill in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support and mentoring colleagues
• Proficiency in creating and maintaining comprehensive technical documentation, processes, procedures, and accurate customer databases
• Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities

Required Qualifications

• Typically requires 3 years of relevant experience.
• Associate’s degree in information technology or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination of directly related education and/or experience.
• Novice to intermediate understanding of subject.
• Works under clearly defined guidelines with direct supervision. Consults with management or more senior staff in decision-making.

Preferred Qualifications

• Knowledge of systems administration, network infrastructure, and both production and test environments.
• Ability to diagnose and resolve technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems.
• Capacity to lead customer projects, coordinate across multiple stakeholders, and manage timelines.
• Skilled in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support.
• Creating and maintaining comprehensive technical documentation, processes, procedures, and accurate customer databases.
• Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities.
• Network and info security certifications are preferred.

Working Hours

• Our Hours of Operation are Monday through Friday, 6:30AM to 7:30PM CST with various shifts available.
• During Training, your shift will be Monday through Friday 8:00AM – 4:30PM CST. After training has concluded, your shift will be 11:00AM – 7:30PM CST Monday through Friday.
• On-call occurring on a rotational basis, beginning at 6:00PM CST Wednesday, and ending at 6:00AM the following Wednesday.
• Team members can expect to work 2-3 Saturdays per quarter based on project demands and customer requirements.

Experience:

Support Specialist I: High school diploma or GED; further education preferred. Less than one years; one year in customer service or other related business experience preferred

Support Specialist II:

High school diploma or GED; further education preferred. Less than two years; one year in customer service or other related business experience preferred.

Additional Information

How We Work:

• On-site, full-time. Requirements vary by district.
• Preferred Locations: Kansas City & Minneapolis
• Remote Eligible: No

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

Information Technology 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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