FRFS Customer Support Coordinator

Federal Reserve Bank • Minneapolis, MN

377d

About The Position

The Federal Reserve Bank of Kansas City is looking for a Customer Service Support Coordinator. In this role, you will use your customer service and problem-solving skills to provide support to financial institutions using Federal Reserve Financial Services (FRFS) platforms. This position has an in office, on-site requirement that must be fulfilled in the Federal Reserve Bank of Kansas City or Minneapolis locations. This position is not eligible for remote work. Day shift hours of operation are 7am-7pm CST Monday-Friday. Must be available to work assigned shift between hours of operation. Overtime may be required on short notice.

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.
• Demonstrated ability to interface with customers and resolve routine issues.
• Ability to adjust quickly to changing technologies and responsibilities in a dynamic environment.
• Proficient computer skills including 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 customer service, problem solving, adaptability, attention to detail, interpersonal communication, and time management.

Responsibilities

• Provide superior customer service to external and internal customers by independently responding to and resolving routine service requests received via multiple channels.
• 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.
• Verify accuracy of access requests and associated documentation; conduct due diligence to verify authorization.
• Coordinate with other Reserve Bank operating departments and business lines as appropriate.
• Advise customers regarding the implementation of Federal Reserve products and services.
• Participate in business continuity testing as well as QA or production testing for new software enhancements.
• Maintain a general knowledge and keep abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls.
• Map user credentials and server certificates; and provision physical devices for access control.
• Monitor inventory and complete daily accounting activities to reflect inventory levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Monetary Authorities-Central Bank
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees