The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.
Do you have strong customer service and problem-solving skills? Are you
looking for a position that allows you to grow professionally within a customer
service environment? The Federal Reserve Bank of Kansas City is looking for a
Customer Service Support Coordinator. In this role, you will use your customer
service and problem-solving skills to provide support to financial institutions
using Federal Reserve Financial Services (FRFS) platforms.
This position has an in office, on-site requirement that must be fulfilled in the Federal Reserve Bank of Kansas City or Minneapolis locations. This position is not eligible for remote work.
Day shift hours of operation are 7am-7pm CST Monday-Friday. Must be
available to work assigned shift between hours of operation. Overtime maybe required on short notice.
Key Activities:
Provide superior customer service to external customers (financial and non-financial institutions and government agencies) and internal customers (Federal Reserve Bank operating departments and national lines of business, Board of Governor’s staff and other System entities) by independently responding to and resolving routine service requests received via multiple channels (i.e., phone, email, fax, paper mail, etc.) using a variety of applications, tools, databases and other resources.
Ensure that complex inquiries and issues are escalated to more experienced staff or management as appropriate.
Contribute to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing user security requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications using multiple electronic access platforms by adhering to strict security controls and procedures.
Verify accuracy of access requests and associated documentation; conduct due diligence to verify authorization; assess customer eligibility; complete required backend application updates and documents customer interactions into applicable systems following established procedures.
Coordinate with other Reserve Bank operating departments and business lines as appropriate; follow up on issues requiring additional research and escalates critical incidents such as access violations and potentially fraudulent activity.
Advise customers regarding the implementation of Federal Reserve products and services and electronic access platforms.
May participate in business continuity testing as well as QA or production testing for new software enhancements and releases on distributed and/or enterprise applications.
Maintain a general knowledge and keep abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls, which change frequently.
Maps user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
Monitors inventory and completes daily accounting activities to reflect inventory levels.
Requirements:
Typically requires a high school diploma or GED
Typically requires at least one year of experience in customer service, operations and/or related area. (Four years of experience required for level II.)
Demonstrated ability to interface with customers and resolve routine issues, follow and explain operating policies and procedures and achieve service levels while meeting high productivity and quality standards.
Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast paced environment.
Proficient computer skills including, but not limited to data entry, and ability to navigate within multiple applications concurrently.
Experience with Microsoft Office applications, Internet and web-based applications, e-mail systems, etc.
Strong skills in the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communications including active listening, and time management.
Additional Information:
Locations:
The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite with limited flexibility.
Eligible districts for Hire: Minneapolis, MN and Kansas City, MO
Not Eligible for remote work
Screening: Certain eligibility requirements apply.
Sponsorship: Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)NoJob CategoryCustomer Experience Family GroupWork ShiftFirst (United States of America)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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Skills Required
- High school diploma or GED
- At least one year of customer service, operations, or related experience (four years for level II)
- Ability to interface with customers and resolve routine issues while following policies and meeting productivity and quality standards
- Ability to adjust quickly to changing technologies and responsibilities in a fast paced environment
- Proficient computer skills including data entry and navigating multiple applications concurrently
- Experience with Microsoft Office, internet and web-based applications, and email systems
- Strong customer service, problem solving, attention to detail, communication, active listening, and time management skills
- Available to work assigned shift within 7am-7pm CST Monday-Friday; overtime may be required
- Work full-time onsite at Kansas City, MO or Minneapolis, MN; not eligible for remote work
- Must be authorized to work in the United States without need for visa sponsorship now or in the future
What We Do
This page is dedicated to Federal Reserve System career and employment related information only. Comments not pertaining to Fed recruiting will be removed. The Fed - Make a world of difference in the global economy OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government. OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward. Why Our People Choose Us: Our reputation precedes us There will always be room for personal growth Our people are first You’ll find the right balance Your responsibilities will be meaningful We hope that you will be our future colleague. Find your preferred locations around the United States and explore the breadth of opportunity available at the Federal Reserve. Atlanta https://www.frbatlanta.org/ Boston http://www.bostonfed.org/ Chicago https://www.chicagofed.org/ Cleveland https://www.clevelandfed.org/ Dallas http://dallasfed.org/ Kansas City https://www.kansascityfed.org/ Minneapolis https://www.minneapolisfed.org/ New York http://www.newyorkfed.org/ Philadelphia https://www.philadelphiafed.org/ Richmond https://www.richmondfed.org/ San Francisco http://www.frbsf.org/ St. Louis https://www.stlouisfed.org/ Board http://www.federalreserve.gov/
