FRFS Customer Support Specialist

Federal Reserve System • Minneapolis, MN

1d • Onsite

About The Position

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 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. FRFS is seeking Customer Support Specialists 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.

Requirements

• 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.

Nice To Haves

• Knowledge and 1 - 2 years of experience related to payments processing in the Financial Services industry (check processing, ACH, Fedwire, etc.).
• 1 - 2 years of experience with tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.).

Responsibilities

• 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.
• Monitors payment processing platform and performs 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.
• May assist in updating administrative reports, operational check lists, knowledge base articles, and VPN installations.
• 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 specialists as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED