Support Center Specialist

: Company Federal Reserve Bank of Minneapolis Do 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 all shifts. Positions are based in Minneapolis and eligible for a hybrid work schedule. Job Duties:

• 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 performs 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: Education and Experience: To be considered at the Support Center Specialist, Associate level you must meet the following educational and work experience:

• Associate degree in a relevant field OR
• HS diploma or GED and two (2) years of full-time relevant experience.

To be considered at the Support Center Specialist, Experienced level you must meet the following educational and work experience:

• Associate degree and (2) years of full-time relevant experience OR
• HS diploma or GED and four (4) years of full-time relevant experience.

Applicable and required at both levels:

• Superior customer service and problem-solving skills to create a positive customer experience.
• Good interpersonal and written communication skills.
• Good follow up skills and experience with attention to detail.
• 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.

Additional Information: Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity. Support Center Specialist, Associate: $45,500- $56,901- $68,300. Support Center Specialist, Experienced: $51,700 -$64,584- $77,500. 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
• Generously subsidized public transportation
• 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. 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. Privacy Notice