FRFS Senior/Lead Customer Support Specialist

Federal Reserve Bank of Philadelphia • Kansas City, MO

12d • Onsite

About The Position

The Senior Payments Support Center Specialist is a senior-level position responsible for providing advanced customer support and operational leadership within Federal Reserve Financial Services (FRFS). This role requires deep technical and business process expertise, proactive incident management, and the ability to lead cross-functional testing and training initiatives. The Specialist acts as a primary point of contact for complex payment and check processing issues, ad-hoc requests, and serves as a knowledge resource for both internal teams and external financial institutions. FRFS delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff. The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.

Requirements

• High School Diploma or GED
• Superior customer service and problem-solving skills to create a positive customer experience
• Strong interpersonal and written communication skills
• Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
• Intermediate troubleshooting skills
• Demonstrated ability to understand and apply department standard operating policies and procedures.
• Minimum 3 years of relevant experience in technical and financial business processes
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Nice To Haves

• Associate degree or equivalent education/experience preferred
• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
• 6+ years preferred experience in technical and financial business processes
• Preferred certifications: A+, CCENT, Microsoft Fundamentals, AAP, APRP, Faster Payments Certificate Program, National Check Professional.
• Demonstrated master-level understanding of technical and financial processes, with specialized depth in payment systems or related disciplines.

Responsibilities

• Works independently with expert-level judgment and minimal supervision.
• Serves as a leader for complex, high-impact operational situations.
• Represents the Support Center during incident management events.
• Demonstrates proactive communication, cross-team collaboration, and advanced problem-solving skills.
• Provides customer support to users of Federal Reserve Financial Services (FRFS) products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents.
• Monitors payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
• Perform extensive research regarding transaction and electronic payment file processing to mitigate risk.
• May assist in updating administrative reports, operational check lists, and knowledge base articles.
• Utilizes customer relationship management tools to log, track, and monitor customer inquiries.
• Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support.
• Assists other customer service specialists as needed.
• Provide advanced troubleshooting for FRFS products and applications, including connectivity, payment processing, and application-specific issues.
• Lead or contribute to projects by providing analysis, requirements review, testing oversight, and validation prior to customer release.
• Serve as a liaison between the Support Center, FRFS Operations, IT, and Product Management.
• Identify and escalate potential cyber events, phishing attempts, or security concerns.
• Ability to train, delegate, review work, and serve as a knowledge resource for less experienced staff.

Benefits

• The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED