FRFS Customer Support Specialist

Job Overview 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®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with teams dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and the ongoing growth and development of the FedNow instant payment service. Responsibilities Provide customer support to users of Federal Reserve Financial Services products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents. Monitor payment processing platform and perform 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. Assist in updating administrative reports, operational check lists, knowledge base articles, and VPN installations. Utilize customer relationship management tools to log, track, and monitor customer inquiries. Identify and escalated complex technical problems and/or advanced questions to next-level support. Assist 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. Knowledge and 1–2 years of experience related to payments processing in the Financial Services industry (check processing, ACH, Fedwire, etc.) is an added value. 1–2 years of experience with tier 1 technical troubleshooting (operating systems, browser settings, basic internet and networking navigation, etc.). Additional Details Locations: Candidates will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full‑time onsite. Preferred Reserve Bank locations include Atlanta, Kansas City, and Minneapolis. Remote work is not eligible. 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 requires additional screening upon offer acceptance, which may take up to a couple of months. Work may begin before screening is complete; continued employment is contingent upon acceptable screening results. Screenings 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. Equal Employment Opportunity Statement 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. #J-18808-Ljbffr Federal Reserve Bank of New York