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Customer Support Center Specialist

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

Customer Service
Multiple locations
Posted on Monday, September 11, 2023

Company

Federal Reserve Bank of AtlantaDo you have strong customer service and problem-solving skills? Are you looking for a position that allows you to grow professionally within a customer service environment? Do you have knowledge related to payments processing in the Financial Services industry (check processing, ACH, etc.) or tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.)?

The Federal Reserve is looking for Customer Service Representatives for its nationwide payment and transaction processing systems. In this role, you will use your customer service, technical, and problem-solving skills to support financial institutions in accessing and using Federal Reserve Financial Services (FRFS) and platforms accessed through FedLine Solutions. We are seeking individuals who put the customer first, support them in an effective and efficient manner through teamwork and strong communication skills, take pride in the quality of their research, and are motivated by giving clients the right solution over a quick answer.

This is a 24/7/365 team with openings on the first shift.

* This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

Responsibilities

  • Provides customer support to users of Federal Reserve Financial Services (FRFS) products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents.
  • Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
  • Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy.
  • Perform extensive research regarding transaction and electronic payment file processing to mitigate risk
  • May assist in updating administrative reports, operational check lists, and knowledge base articles.
  • Utilizes customer relationship management tools to log, track, and monitor customer inquiries
  • Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support
  • Assists other customer service representatives as needed
  • May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.

Required Qualifications

  • High School Diploma or GED; Associate's Degree or equivalent education/experience preferred
    • Level 1: Typically requires at least 2 years of relevant experience
    • Level 2: Typically requires at least 4 years of relevant experience
  • Superior customer service and problem-solving skills to create a positive customer experience
  • Good interpersonal and written communication skills
  • Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
  • Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
  • Intermediate troubleshooting skills
  • Demonstrated ability to understand and apply department standard operating policies and procedures.
  • A requirement of this position is that you must be vaccinated against COVID-19 or qualify for an accommodation from the Bank's vaccination policy; the Bank will provide accommodations as needed by law for individuals unable to be vaccinated because of medical condition or sincerely held religious belief

Benefits:

  • 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
  • Annual tuition reimbursement
  • Professional development programs, training and conferences
  • And more

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.

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

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