FRFS Customer Support Coordinator

About the role

The Federal Reserve Bank of Kansas City is seeking a Customer Service Support Coordinator to join our team. This role involves providing exceptional customer service to both external and internal customers, handling routine service requests, and ensuring accurate and timely processing of user security requests.

Responsibilities

• Provide superior customer service by responding to and resolving routine service requests via various channels.
• Escalate complex inquiries and issues to more experienced staff or management as necessary.
• Contribute to meeting or exceeding departmental metrics related to accuracy, timeliness, and customer satisfaction.
• Verify the accuracy of access requests and ensure all associated documentation is correct.
• Assess customer eligibility and complete backend application updates.
• Coordinate with other Reserve Bank departments and business lines as needed.
• Follow up on issues requiring additional research and escalate critical incidents such as access violations and potential fraud.
• Advise customers on implementing Federal Reserve products and services and electronic access platforms.
• Participate in business continuity testing and QA/QA for new software enhancements and releases.
• Maintain a general knowledge of Federal Reserve System applications and keep abreast of changes.
• Manage inventory and complete daily accounting activities to reflect inventory levels.

Requirements

• High school diploma or equivalent
• At least one year of experience in customer service, operations, or a related field (four years for Level II)
• Demonstrated ability to interface with customers, resolve routine issues, and maintain high productivity and quality standards
• Proficient in computer skills, including data entry, navigating multiple applications, and Microsoft Office applications
• Strong customer service, problem-solving, adaptability, and flexibility skills
• Attention to detail, effective communication, and time management abilities

Additional Information

• Must reside within a reasonable commuting distance of the Federal Reserve Bank of Kansas City or Minneapolis and work full-time onsite with limited flexibility.
• Not eligible for remote work.
• Eligible districts for hire: Minneapolis, MN and Kansas City, MO.
• Job is exempt.
• Full-time, regular position.
• Equal employment opportunity policy.