Customer Testing Analyst

CompanyFederal Reserve Bank of Richmond

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services, and the FedNow® Service. In 2020, we undertook a strategic effort to transform FRFS from a product and support office framework to a national, enterprise-focused organization. The enterprise structure integrated the prior retail, wholesale, cash, and customer relations product and support offices into a new organization, which was further joined by the FedNow team in early 2024. Our North Star strategy, with the new structure, is to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.
We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

About the Opportunity:

The Federal Reserve Financial Services has two immediate openings for a Customer Testing Analyst/Senior (based on experience), reporting to a Richmond or Atlanta based Manager. 

These roles will provide testing support for Retail and Wholesale financial services applications for our internal and external customers across an array of testing campaigns, ensuring the safety and integrity of the testing services. The ideal candidates will build strong relationships directly with our customers (external financial institutions) and provide exceptional testing and customer service.

The hours of coverage are 7:30 AM ET to 5:30 PM ET with minimal after hour needs. Team members can also expect to work at least one Saturday per month. Additionally, these positions are hybrid working arrangements and will require regular on-site attendance based on specific district policies. The specific requirements will be based upon your district at time of application. 
 

Responsibilities:

• Under minimal supervision coordinates and performs systems integration testing, troubleshooting and analysis, and production system implementation activities involving Federal Reserve financial services solutions and customer end user systems. Activities include test file creation (Checks/ACH) and message creation (Fedwire/Securities/NSS), configuration, staging and delivery of files via testing channels. 

• Actively engage our customers to understand their emerging testing needs. Represent the Voice of the Customer (VOC) for product development. Collaborates with customers to understand their testing requirements and objectives. Must be able to meet established service level agreements, deadlines and quality measures. Consult with customers on matters related to their setup, configuration, testing, and alignment to FRFS requirements.

• Seek out opportunities to simplify or continuously improve processes and procedures and champion them across the team. This includes within the immediate Retail/Wholesale team and across other FRFS areas where there are ongoing interactions.

• Troubleshoots to resolve moderately complex issues related to systems integration and configuration both internally and externally. This includes researching and documenting issues, analysis and evaluation of severity, determining and facilitating corrective action, and understanding if escalation to a lead or management is necessary. Troubleshoots to resolve issues with test files such as connectivity issues, file formatting issues, and set-up.

• Provide Saturday (pre-production) support for customers performing Operational Readiness Testing (ORT) and support for customers performing regular testing in our DIT environments.

• Participates in various projects or workgroups to collaborate on improvement initiatives. This includes assisting with hosting meetings, developing agendas, creating presentations, documenting business requirements, complying with procedures and processes, and conducting user acceptance testing as needed. This also includes assisting with maintaining department procedures to ensure they are updated as processes change. Additionally, will be responsible for identifying and driving continuous improvement opportunities.

• Provides support for testing activities, such as Business Continuity, Operational Readiness, Contingency, operational or application conversions/enhancements, etc. This may also include phone support for customers during the test, performing system updates in the test environment for customer profiles, obtaining attestations from customers, etc. Serves as the intermediary between customers and other internal stakeholders to report issues, provide status updates, etc.

Qualifications:

• 2-5 years of experience supporting customers with a record of providing outstanding service

• BA/BS preferred or equivalent work experience

• Prior work experience supporting testing initiatives

• Experience with experiential (user) testing and working with internal and external parties (DIs, vendors, etc.)

• Understanding of payments systems or systems with equivalent complexity required

• Prior experience working with Agile methodologies desired.

• Knowledge of one or more of the key support tools and applications is highly preferred (i.e. Dynatrace, Splunk, LCD, Funds/Securities/NSS applications, Messaging, File, API, Fedline, A/I Viper, Filefox, OBIEE, Compass, FTM, X.9 Assist Compass, FTM, Check Sort Report, CURE, Splunk, Perceptive Content).

• Ability to quickly grasp in depth understanding of procedures and automated systems.

• Strong written and oral communication skills.

• Excellent teamwork and customer service skills.

• Demonstrates strong initiative.

Other Requirements and Considerations:

• Candidates should review the Bank’s Employee Code of Conduct to ensure compliance with conflict of interest rules and personal investment restrictions.

• If you need assistance or an accommodation due to a disability, please notify [email protected].

• The Richmond hiring range of the Customer Testing Analyst/Intermediate is $72,800 – 100,100 Annually. The Richmond hiring range of the Senior Business Advisor is $90,000 – 123,750 Annually.

• Salary offered will be based on the job responsibilities and the individual’s knowledge, skills, and experience as defined in the job qualifications.

• Interested candidates are strongly encouraged to apply by September 17, 2024. Afterwards, applications are reviewed on a rolling basis. 

District Employment:

Internal candidate(s) selected for this position will remain employed by their current employing District and may serve as an employee of FRFS throughout the duration of the NextGen Program. The candidate’s new job title, and associated pay range, will be determined by the employing District, and they will continue to be subject to the employing District’s people policies and practices (i.e., remote/hybrid work posture, etc.).

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job CategoryAnalytical

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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