Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Federal Reserve System•Minneapolis, MN

2d•Onsite

About The Position

The Federal Reserve Bank of Atlanta's Federal Reserve Financial Services (FRFS) is seeking a Customer Service Support Coordinator. In this role, you will leverage your customer service and problem-solving skills to provide support to financial institutions utilizing Federal Reserve Financial Services (FRFS) platforms. FRFS delivers a suite of payments services including FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®, FedACH®, Check Services, and the FedNow® Service. The organization operates with a customer-first mindset and is dedicated to meeting the needs of the marketplace with speed and agility, providing a robust and unified customer experience, and fostering career growth opportunities. The Bank values flexibility to balance work and life while recognizing the importance of in-person collaboration. This position requires onsite work according to a schedule set by management.

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.

Responsibilities

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.