Technical Customer Support Center Specialist
Company: Federal Reserve System
Location: Kansas City
Posted on: January 26, 2023
Federal Reserve Bank of Kansas City
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
When you join the Federal Reserve - The nation's central bank -
you'll play a key role, collaborating with leading tech
professionals to strengthen and protect our economic, financial and
payments systems. We dedicate more than $1 billion to technology
each year to support the Federal Reserve and our economy, and we're
building a dynamic and diverse team for our future. Bring your
passion and expertise, and we'll provide the opportunities that
will challenge you and propel your growth - along with a wide range
of benefits and perks that support your health, wealth, and
Federal Reserve Financial Services (FRFS) delivers a suite of
payments services to financial institutions via FedLine -
Solutions, Fedwire -, National Settlement Service (NSS), FedCash -,
FedACH -, and Check Services. We are currently leading a strategic
effort to transform FRFS to a national, enterprise-focused
organization. Over time, FRFS will offer an increasingly integrated
set of Federal Reserve payment services, incorporating the FedNowSM
Service upon its market entry in 2023. Through our evolved
structure, we will meet the needs of the marketplace for new
products and services more quickly, we will seek to provide a more
robust and unified customer experience across our financial service
offerings, and we will create new career growth opportunities for
We are seeking leaders to set the vision, strategy, values, and
priorities that enable FRFS to achieve its mission. Our leaders
must demonstrate a strategic, action-oriented mindset focused on
intellectual curiosity, agility, accountability, and the ability to
drive innovation through experimentation. To achieve our vision for
a people-focused organization with a strong collaborative and
innovative culture, we expect our leaders to champion an inclusive
environment and demonstrate our values in how we work and interact
with each other and our broader community.
This is a 24/7/365 team with openings on all shifts. Positions are
based in Kansas City and eligible for a hybrid work schedule.
+ 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.
+ Assist with training and installation, operation, customization,
testing and enhancement of systems or customer VPN devices.
+ Monitors National payment processing platform and performs
necessary tasks to ensure inbound files are processed and released
according to published guidelines.
+ Executes complex payment processing programs according to
detailed operation scripts, reviews results of executed programs
+ 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.
+ 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 representatives as needed
+ Typically requires Associates degree in information technology,
business, or closely related field
+ Typically Requires 2 years of relevant work experience
+ Superior customer service and problem-solving skills to create a
positive customer experience
+ Technical knowledge of operating systems, browsers, basic
internet navigation, downloading/installing software, and basic
+ Good interpersonal and written communication skills
+ Ability to work both independently and in cross-functional teams
with colleagues in multiple Federal Reserve locations.
+ Intermediate troubleshooting skills
+ Demonstrated ability to understand and apply department standard
operating policies and procedures.
+ Incumbent must be fully vaccinated against COVID-19, unless the
Bank grants an accommodation based on a medical condition or
sincerely held religious belief.
Certain eligibility requirements apply.
**We offer benefits that go beyond the basics, featuring:**
- Market-leading Medical, Dental, and Vision Insurance
- Tuition Reimbursement
- 401k/Thrift Plan
- Pension Plan
- Flexible Spending Accounts
- Life Insurance
- Vacation & Personal Time
- Paid Holidays
- Parental Leave
- Adoption Assistance
- Onsite Fitness Center
- Onsite Cafeteria
- Free Parking
- Additional Convenience Benefits, Discounts and More...
Follow us on LinkedIn, Instagram, Twitter, and our YouTube channel
- Kansas City Fed
**Full Time / Part Time**
**Regular / Temporary**
**Job Exempt (Yes / No)**
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._
OUR BANK has one of the most recognizable brands around the world.
The Federal Reserve is the central bank of the United States-one of
the world's most influential, trusted and prestigious financial
organizations. The Federal Reserve is charged with the important
mission of promoting a strong economy and a stable financial system
and fulfills this responsibility by formulating national monetary
policy, supervising and regulating banks and bank holding
companies, and providing financial services for banks and the U.S.
OUR PEOPLE are diverse in background and ideas, which allows for
ongoing creativity and innovation. Ultimately, they are the ones
who push our high-performance, exchange-driven culture forward.
Why Our People Choose Us:
Our reputation precedes us
There will always be room for personal growth
Our people are first
You'll find the right balance
Your responsibilities will be meaningful
We hope that you will be our future colleague.
Keywords: Federal Reserve System, Kansas City , Technical Customer Support Center Specialist, IT / Software / Systems , Kansas City, Kansas
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