Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Federal Reserve System•Minneapolis, MN

9d•Onsite

About The Position

Federal Reserve Financial Services (FRFS) provides payment services to financial institutions through a suite of platforms and services. The FRFS Enterprise operates with a customer-first mindset and supports the Federal Reserve’s central bank mission. This position provides customer service and problem-solving support to financial institutions and other users of FRFS platforms. It is performed full-time onsite, according to a schedule set by management, with limited flexibility. The day shift consists of any eight hours between 7:00 a.m. and 7:00 p.m. Eastern Time, likely leaning toward the later portion of that span. The employee must be available for the assigned shift; overtime may be available periodically as work volume dictates. The role supports external customers, including financial and non-financial institutions and government agencies, as well as internal Federal Reserve customers. The specialist responds to routine requests through multiple channels and uses various applications, tools, databases, and other resources to resolve issues. The position also processes user access requests under strict security controls, verifies documentation and authorization, updates applications, records interactions, maps user credentials and server certificates, and escalates complex issues or critical incidents as appropriate. The employee may participate in business continuity, quality assurance, or production testing and is expected to keep current with frequently changing Federal Reserve applications, services, procedures, and security controls. The selected candidate must live within a reasonable commuting distance as defined by the employing Reserve Bank. Preferred hiring districts are Minneapolis, Minnesota, and Kansas City, Missouri. The role is not eligible for remote work. Employment is contingent on satisfactory background screening, which may include fingerprinting, education and employment verification, criminal and credit history checks, and reference checks. Applicants must be authorized to work in the United States without current or future visa sponsorship. Federal Reserve Bank of Atlanta employees are subject to Bank ethics rules that generally prohibit employees and certain family members from holding specified financial interests issued by financial institutions.

Requirements

Typically requires a high school diploma or GED.
Typically requires at least one year of experience in customer service, operations, or a related area; level II requires four years of experience.
Ability to interface with customers, resolve routine issues, follow and explain operating policies and procedures, and meet service levels while maintaining high productivity and quality standards.
Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast-paced environment.
Proficient computer skills, including data entry and navigating multiple applications concurrently.
Experience with Microsoft Office applications, Internet and web-based applications, and email systems.
Strong customer service, problem-solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communication, active listening, and time-management skills.
Must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Must reside within a reasonable commuting distance as defined by the employing Reserve Bank and work onsite.

Responsibilities

Respond independently to routine service requests from external and internal customers through channels including phone, email, fax, and paper mail, using applicable applications, tools, databases, and other resources.
Resolve routine customer issues and escalate complex inquiries to more experienced staff or management as appropriate.
Process requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications while adhering to security controls and procedures.
Verify access-request accuracy and supporting documentation, confirm authorization, assess customer eligibility, complete backend application updates, and document customer interactions in applicable systems.
Coordinate with Reserve Bank operating departments and business lines and follow up on issues requiring additional research.
Escalate critical incidents, including access violations and potentially fraudulent activity.
Advise customers about implementation of Federal Reserve products, services, and electronic access platforms.
Map user credentials and server certificates.
Maintain general knowledge of, and keep abreast of changes to, Federal Reserve applications, tools, databases, products, services, operating procedures, and security controls.
May participate in business continuity testing and quality assurance or production testing for software enhancements and releases on distributed or enterprise applications.
Contribute to department or unit metrics for accuracy, timeliness, and customer satisfaction.