ASO Customer Support Analyst

CompanyFederal Reserve Bank of Cleveland

The Federal Reserve Bank of Cleveland is part of the nation’s central bank and we’ve provided many opportunities for professional growth during our history.
For 25 years in a row we’ve been named “One of Northeast Ohio’s Best Places to Work” by North Coast 99. This prestigious award honors organizations with outstanding employment practices, including compensation, benefits, training, recruitment, retention, community services, and employee communications.
Our People Make the Difference! The Federal Reserve Bank of Cleveland is seeking innovative thinkers with vision to build the framework that will carry the Bank into the future.
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Acts as an intermediary between the Audit Services Office (ASO) and its customers, including Audit application business users and the Federal Reserve's Audit community.  Helps provide strategic support for Audit community initiatives and facilitates activities that enhance the customer experience.  Provides timely, high quality customer support across multiple ASO-provided products and services. Requires an individual well-versed in working with customers and software users to answer informational questions and resolve minor technical issues. Is responsible for a variety of tasks including assisting users with troubleshooting application issues, correcting data errors, general system feature function questions, providing support for various ASO-owned and customer-requested tasks, and managing customer feedback. The position objective is to provide a positive customer experience and enhance the relationships between the Audit community and the ASO.

Essential Accountabilities

• Provides tier 1 customer support via telephone, email, text and live chat.

• Delivers prompt, effective and professional solutions to customer problems or inquiries. Troubleshoot user problems across multiple platforms related to system features, functionality, connectivity and availability.

• Encourages customers to leverage online resources to enhance understanding and experience.

• Assumes ownership of customer issues and follow-up on issues not resolved with first contact.

• Assists other technical and operations support teams in providing root cause analysis.

• Manages information in a confidential and secure manner per bank and system policy.

• Communicates customer feedback/insight to product, technical operations support teams. Identifies and implements process improvements to enhance support function efficiency and effectiveness.

• Contributes to and maintains the customer support function operational knowledgebase.

• Performs other duties as assigned or requested by management.

Education and Experience

• Bachelor's degree with no prior professional work experience or

• Associate’s degree with 3+ years of professional work experience or

• High School Diploma/GED with 5+ years of professional work experience

Knowledge and Skills Areas - Intermediate level

• Capable of identifying and/or recommending continuous improvement opportunities within the team.

• Able to work as an individual contributor to related projects with some guidance.

• Advanced experience with Microsoft Office365 Suite (SharePoint, Teams, Excel, Word).

• Experience using telephone, applications and support systems to manage customer contacts.

• Advanced communication skills both verbal and written.

• Strong listening, troubleshooting, and analytical skills.

• Able to manage a high volume of repetitive customer contacts.

Physical Demands and General Working Conditions

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, the Federal Reserve Bank of Cleveland reserves the right to revise this or any job description at any time. 

Reasonable Accommodation Statement - The Federal Reserve Bank of Cleveland is committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. To request a reasonable accommodation for any part of the employment process, please send an email to [email protected].

Bank’s Ethics Rules and Drug Testing:

As a condition of employment, Federal Reserve Bank of Cleveland employees must comply with the Bank’s ethics rules which generally prohibit employees, their spouses/domestic partners, and minor children from owning or controlling, directly or indirectly, any debt or equity interest in a depository institution or an affiliate of a depository institution. A "depository institution" means a bank, a trust company, or any institution that accepts deposits, including a bank chartered under the laws of a foreign country. In addition, employees (and their spouses/domestic partners, and minor children) may not own shares of mutual funds, unit investment trusts or ETFs that have a policy, as stated in the prospectus, of concentrating in the financial services industry and that have underlying investments in banks or other depository institutions.  If you or your spouse/domestic partner or minor child own such securities and would not be willing or able to divest them if you accepted an offer of Bank employment, you should raise this issue with the recruiter for this posting.

In addition, as a condition of employment, candidates must undergo a background check and will be tested for all controlled substances prohibited by federal law, to include marijuana, prior to hire and for certain safety sensitive positions during employment.  

​Always verify and apply to jobs on Federal Reserve System Careers or through verified Federal Reserve Bank social media channels

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job CategoryCustomer Service

Work ShiftFirst (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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