Federal Reserve Consumer Help Representative

Federal Reserve Bank • Kansas City, MO

377d • $38,300 - $54,500 • Onsite

About The Position

The Federal Reserve Consumer Help Representative position at the Federal Reserve Bank of Kansas City is responsible for researching and responding to consumer complaints to identify the appropriate regulators. This role is part of the Financial Reserve Financial Services Department and operates within an operational call center environment. The representative will handle inquiries related to consumer protection and must be available for an 8-hour shift during operational hours, with potential overtime as needed.

Requirements

• Typically requires an Associate's degree or equivalent combination of education and/or directly related work experience.
• Typically requires no relevant experience, but 1-3 years of experience with customer interactions is preferred.
• Strong verbal and written communication skills, including active listening and reading comprehension.
• Proficiency in computer and keyboarding skills, including Microsoft Word and internet navigation.
• Ability to navigate within multiple applications concurrently.
• Bilingual in Spanish preferred.

Nice To Haves

• Experience in customer service or call center environments.
• Familiarity with consumer protection regulations.

Responsibilities

• Research and respond to consumer inquiries and complaints using documented procedures and resources.
• Gather and review information from multiple sources to route complaints to the appropriate regulator.
• Respond to incoming phone inquiries regarding consumer protection topics and provide resources or referrals.
• Maintain knowledge of consumer regulations, policies, and internal procedures.
• Document interactions and actions taken for each consumer contact using designated computer applications.
• Identify and escalate issues to more experienced staff or management as appropriate.
• Work independently and collaboratively in a team environment.
• Meet baseline Key Performance Indicator (KPI) expectations.
• Participate in application and contingency testing as directed.
• Complete ad-hoc projects and assignments as directed.

Benefits

• Diversity and inclusion initiatives
• Equal employment opportunity policies

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Monetary Authorities-Central Bank
• Education Level: Associate degree