FRFS Customer Support Specialist

Key Activities:

• 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 National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
• Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy.
• 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 representatives as needed
• May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.

Required Qualifications

• High School Diploma or GED; Associate's Degree or equivalent education/experience preferred
• Typically does not require any previous experience, 1-2 years of experience is preferred

• Superior customer service and problem-solving skills to create a positive customer experience
• Good interpersonal and written communication skills
• Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.

• Intermediate troubleshooting skills
• Demonstrated ability to understand and apply department standard operating policies and procedures.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Additional Information

Locations:

• Hybrid, on-site requirement
• Kansas City, MO location only
• Not eligible for remote work or relocation assistance
• 8-hour shift, late morning to early evening, Monday - Friday.

Screening:

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

Sponsorship:

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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