Technical Customer Support Center Specialist

Company: Federal Reserve System
Location: Kansas City
Posted on: January 26, 2023

Job Description:

**Company**

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 answer.

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 life.

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 FRFS staff.

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.

**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.

+ 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 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.

+ 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

**Qualifications**

+ 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 networking knowledge.

+ 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**

Full time

**Regular / Temporary**

Regular

**Job Exempt (Yes / No)**

No

**Job Category**

Information Technology

**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 (https://www.kansascityfed.org/documents/7797/Workday\_Privacy\_Notice.pdf)

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. government.

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