Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Company

Federal Reserve Bank of Atlanta

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 Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person.

Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

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.

 

The candidate will work the day shift.

Any 8 hrs between 7:00am – 7:00pm EST.  Probably leaning towards the later portion of that shift.

Must be
available to work assigned shift between hours of operation.

Overtime is periodically available as work volume dictates.

Key Activities:


* Provide superior customer service to external customers (financial and non-financial institutions and government agencies) and internal customers (Federal Reserve Bank operating departments and national lines of business, Board of Governor’s staff and other System entities) by independently responding to and resolving routine service requests received via multiple channels (i.e., phone, email, fax, paper mail, etc.) using a variety of applications, tools, databases and other resources. 


* 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 to establish, modify, or discontinue access to Federal Reserve services and internal business applications using ...