FRFS Senior/Lead Customer Support Specialist

Company

Federal Reserve Bank of Kansas City

Federal Reserve Financial Services (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.

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.

Shift: Monday-Friday 6:00am ET- 2:30pm ET

Key Activities:  


* 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, t...