Customer Support Representative-Case Examination

Federal Reserve System•Minneapolis, MN

3d•$45,600 - $68,400•Onsite

About The Position

The Federal Reserve Bank of Minneapolis’ Treasury Services Department supports U.S. Treasury retail financial products, such as United States Savings Bonds. Our operations area serves the general public, examines evidence, verifies entitlement while working with a variety of computer applications. This position offers no nights and no weekends.

Requirements

Associate’s degree, or equivalent combination of education and/or work experience preferred.
Minimum 1 year experience in customer service, operations and/or related area, or equivalent post-secondary education and/or experience.
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 some or all the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal, and written communications including active listening, and time management.
Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency.

Responsibilities

Review/examine/interpret forms, legal evidence, savings bonds, and other information to ensure accuracy and completion of processes and transaction details for compliance with Treasury regulations and internal procedures.
Aim to exceed established metrics for accuracy, timeliness, and completeness.
Establish and maintain accurate digital customer records.
Utilize multiple software applications to retrieve and relay relevant customer information.
Interact with customers via telephone or in writing.
Apply critical thinking to provide superior customer service to external and internal customers by independently providing instruction, support, and inquiry resolution.
Ensure strict adherence and compliance to all regulations, guidelines, and controls.
Interpret and apply policies and procedures related to products and services supported by the Treasury department.
Maintain business expertise and the ability to adapt to changing technology, processes, procedures, and controls.
Assists in the identification of day-to-day customer trends and other business needs to help improve operational efficiencies and drive process innovations.
Assists with peer training and mentoring.
Completes ad-hoc work assignments and/or participates in projects as needed or assigned.
Provide support to other staff as appropriate or needed.