FRFS Customer Support Specialist

About the role

The FRFS Enterprise seeks Customer Support Specialists to support financial institutions in accessing and using Federal Reserve Financial Services (FRFS) and platforms accessed through FedLine Solutions. The role involves providing customer support, troubleshooting, and resolving various inquiries and incidents related to FRFS products and applications.

Responsibilities

• Identify, troubleshoot, and resolve customer connectivity, payment, application, and processing inquiries and incidents.
• Maintain and monitor payment processing platform 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.
• Auxiliary in updating administrative reports, operational check lists, knowledge base articles, and VPN installations.
• Utilize customer relationship management tools to log, track, and monitor customer inquiries.
• Identify and escalate complex technical problems and/or advanced questions to next-level support.
• Assist other customer service specialists as needed.

Requirements

• High School Diploma or GED; Associate degree or equivalent education/experience preferred.
• 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.

Qualifications

• Knowledge and 1-2 years of experience related to payments processing in the Financial Services industry (check processing, ACH, Fedwire, etc.) is added value.
• 1-2 years of experience with tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.) is added value.

Skills

• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.

Benefits

Shift: 24/7/365 team with openings for an 8-hour shift + breaks, typically 8:00 a.m. – 5:00 p.m., Monday – Friday.

Pay

Not specified

Schedule

24/7/365 team with openings for an 8-hour shift + breaks

Benefits

Not specified

Family Group

Information Technology Family Group

Work Shift

First (United States of America)

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.

Additional Details

• Locations: The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite. The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Atlanta, Kansas City, and Minneapolis.
• Shift: 24/7/365 team with openings for an 8-hour shift + breaks
• Typically 8:00 a.m. – 5:00 p.m., Monday – Friday

Full Time / Part Time

Full time

Regular / Temporary

Regular

Exempt (Yes / No)

No

Job Category

Customer Experience