FRFS Customer Support Specialist

Customer Support Specialist

Federal Reserve Bank of Kansas City 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, FedACH, Check Services, and the FedNow Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, 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 FRFS customers 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. The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission. FRFS is seeking Customer Support Specialists 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. Shift: 24/7/365 team with openings for an 8-hour shift + breaks, typically 8:00 a.m. 5:00 p.m., Monday Friday

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.
• Monitors payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
• Perform extensive research regarding transaction and electronic payment file processing to mitigate risk.
• May assist in updating administrative reports, operational check lists, knowledge base articles, and VPN installations.
• 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 specialists as needed.

Required Qualifications

• High School Diploma or GED; Associate degree or equivalent education/experience preferred
• Superior customer service and problem-solving skills to create a positive customer experience
• Strong 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.

It's added value if you have

• Knowledge and 1 -2 years of experience related to payments processing in the Financial Services industry (check processing, ACH, Fedwire, etc.)
• 1 -2 years of experience with tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.)

Additional Details:

Locations:

• The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite.
• The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Atlanta, Kansas City, and Minneapolis.
• Not eligible for remote work

Shift:

• 24/7/365 team with openings for an 8-hour shift + breaks
• Typically 8:00 a.m. 5:00 p.m., Monday Friday

Screening:

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.

Sponsorship:

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.