FRFS Customer Support Coordinator

Customer Service Support Coordinator

Federal Reserve Bank of Kansas CityFederal 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. 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? The Federal Reserve Bank of Kansas City is looking for a Customer Service Support Coordinator. In this role, you will use your customer service and problem-solving skills to provide support to financial institutions using Federal Reserve Financial Services (FRFS) platforms.

This position has an in office, on-site requirement that must be fulfilled in the Federal Reserve Bank of Kansas City or Minneapolis locations. This position is not eligible for remote work. Day shift hours of operation are 7am-7pm CST Monday-Friday. Must be available to work assigned shift between hours of operation. Overtime may be required on short notice.

Key Activities:

• Provide superior customer service to external customers (financial and non-financial institutions and government agencies) and internal customers (Federal Reserve Bank operating departments and national lines of business, Board of Governor's staff and other System entities) by independently responding to and resolving routine service requests received via multiple channels (i.e., phone, email, fax, paper mail, etc.) using a variety of applications, tools, databases and other resources.
• Ensure that complex inquiries and issues are escalated to more experienced staff or management as appropriate.
• Contribute to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing user security requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications using multiple electronic access platforms by adhering to strict security controls and procedures.
• Verify accuracy of access requests and associated documentation; conduct due diligence to verify authorization; assess customer eligibility; complete required backend application updates and documents customer interactions into applicable systems following established procedures.
• Coordinate with other Reserve Bank operating departments and business lines as appropriate; follow up on issues requiring additional research and escalates critical incidents such as access violations and potentially fraudulent activity.
• Advise customers regarding the implementation of Federal Reserve products and services and electronic access platforms.
• May participate in business continuity testing as well as QA or production testing for new software enhancements and releases on distributed and/or enterprise applications.
• Maintain a general knowledge and keep abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls, which change frequently.
• Maps user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
• Monitors inventory and completes daily accounting activities to reflect inventory levels.

Requirements:

• Typically requires a high school diploma or GED
• Typically requires at least one year of experience in customer service, operations and/or related area. (Four years of experience required for level II.)
• Demonstrated ability to interface with customers and resolve routine issues, follow and explain operating policies and procedures and achieve service levels while meeting high productivity and quality standards.
• Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast paced environment.
• Proficient computer skills including, but not limited to data entry, and ability to navigate within multiple applications concurrently.
• Experience with Microsoft Office applications, Internet and web-based applications, e-mail systems, etc.
• Strong skills in the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communications including active listening, and time management.

Additional Information:

• The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite with limited flexibility.
• Eligible districts for Hire: Minneapolis, MN and Kansas City, MO
• Not Eligible for remote work

Screening: Certain eligibility requirements apply.

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