Customer Support Specialist

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

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


Federal Reserve Bank of Kansas CityDo 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.

When you join the Federal Reserve – The nation’s central bank – you’ll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our economy, and we’re building a dynamic and diverse team for our future. Bring your passion and expertise, and we’ll provide the opportunities that will challenge you and propel your growth – along with a wide range of benefits and perks that support your health, wealth, and life.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff.

We are seeking 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.

This is a 24/7/365 team with openings on the first shift. Positions are based in Kansas City and eligible for a hybrid work schedule.

Key Activities:

  • 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.

  • Assist with training and installation, operation, customization, testing and enhancement of systems or customer VPN devices.

  • 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.


  • Typically requires Associates degree in information technology, business, or closely related field.

  • Typically Requires 2 years of relevant work experience.

  • Superior customer service and problem-solving skills to create a positive customer experience.

  • Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.

  • Good interpersonal and written communication skills.

  • Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.

  • Intermediate troubleshooting skills.

  • Demonstrated ability to understand and apply department standard operating policies and procedures.

Certain eligibility requirements apply.

We offer benefits that go beyond the basics, featuring:

· Market-leading Medical, Dental, and Vision Insurance

· Tuition Reimbursement

· 401k/Thrift Plan

· Pension Plan

· Flexible Spending Accounts

· Life Insurance

· Vacation & Personal Time

· Paid Holidays

· Parental Leave

· Adoption Assistance

· Onsite Fitness Center

· Onsite Cafeteria

· Free Parking

· Additional Convenience Benefits, Discounts and More…

*Subject to change based on District

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Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category

Information Technology

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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