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Customer Support 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 MinneapolisDo 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 first shift. Positions based at the Minneapolis Federal Reserve allows the person to work from home/remote two (2) days a week and three (3) days in the office.

Responsibilities

  • Provide 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.

  • Monitor National payment processing platform and perform necessary tasks to ensure inbound files are processed and released according to published guidelines.

  • Execute complex payment processing programs according to detailed operation scripts, review 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.

  • Utilize customer relationship management tools to log, track, and monitor customer inquiries.

  • Appropriately identify and escalate complex technical problems and/or advanced questions to next level support.

  • Assist other customer service representatives as needed.

  • May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.

Qualifications:

High School Diploma or GED.

To be considered at:

  • Level 1 Customer Service Representative: Two (2) years of relevant full-time work experience

  • Level 2 Customer Service Representative: Four (4) years of relevant full-time work experience

OR

Associate's Degree in information technology or a closely related field from a technical/vocational school, an accredited college or university.

To be considered at:

  • Level 1 Customer Service Representative: No relevant experience required.

  • Level 2 Customer Service Representative: Two (2) years of relevant full-time work experience

Required at all levels:

  • 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 Microsoft 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.

In addition to the above required skills and experience, the following are highly Desired:

Experience with payment processing in the Financial Services industry (check processing, ACH, etc.) and/ or tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.)

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)

  • 401(k) match, and a fully funded pension plan

  • Paid time off and holidays

  • Free public transportation passes

  • Annual educational assistance

  • On-site fitness facility

  • Professional development programs, training, and conferences

  • And more…

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy.


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

Customer Service

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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