FedNow Operations Center (FNOC) Specialist

Federal Reserve System•Boston, MA

10d•$120,600 - $181,000•Onsite

About The Position

The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States. The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite. The following Reserve Bank locations are preferred: Boston, Atlanta, New York, San Francisco Applicants may be considered at both the Specialist and Senior Analyst level based on experience. The work week for this position is Wednesday through Sunday. Consideration would be given to a Monday - Friday work week at the Specialist level.

Requirements

Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience
Experience working within 247 support operations for a large enterprise
Ability to work in a demanding environment and handle multiple competing priorities
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
Initiative and innovation toward improving customer experience and Operations
Organized and detail-oriented with a love for creating order out of chaos
Motivated, energetic, adaptable team player with intellectual curiosity paired with a high growth-mindset
Resided in the United States for at least three (3) years

Nice To Haves

Expertise with ISO20022 messages
ITIL certification
Expertise using ServiceNow or similar tools within a large enterprise
Expertise using Application monitoring tools
Expertise within support operations spanning multiple contact channels
Expertise within support operations for a cloud-based service

Responsibilities

Demonstrate expertise of the FedNow Service & stay up to date on all the latest releases and development
Influence the Product roadmap by possessing an in-depth knowledge of Operations and our Customer needs
Independently identify gaps within the FedNow ecosystem and proactively create solutions
Collaborate with cross-functional teams to assess functional needs, identify vulnerabilities, and drive appropriate solutions internally and externally
Support the customer through FedNow functionality updates
Provide guidance and documentation on frequent internal risk and compliance inquiries for audits
Interview, develop, train and mentor new members of the team and provide ongoing training as needed
Develop and maintain comprehensive documentation for knowledge and procedures in addition to conducting team trainings
Perform periodic reviews and updates of internal procedures and knowledge articles
Facilitate high pressure troubleshooting calls with customers on Production issues
Provide guidance to fulfill all Service Requests escalated from Level 1 (L1) support
Articulate FedNow concepts in a clear and concise manner
Support the customer onboarding process for new FedNow customers
Perform verifications, onboarding and maintenance of participant profiles
Execute internal backend tasks for bank mergers and account closures related to the FedNow service
Consult on and perform periodic reviews and updates for publicly available Federal Reserve documentation
Drive and test automation ideas to support improving the customer experience and the FedNow Service
Flexibility to support a growing organization through multiple SME roles
Perform complex assignments while working independently with minimal to no guidance
Create and monitor customer and internal success metrics and KPIs
Provide expert guidance on daily backend operational activities for billing, accounting and reconciliation
Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities
Support a culture of continuous improvement by providing performance feedback for team members
Promote a psychologically safe environment through compassionate leadership
Present to all levels of leadership, partner teams and external customers
Monitor, working with partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoing operational tasks for the FedNow Service.
Drive operational efficiencies via process creation, standardization and automation.
Provide expert guidance and technical support to clients and internal teams on all FedNow-related issues.
Act as an escalation point for the FNOC team.