FRFS Customer Support Coordinator

Company

Federal Reserve Bank of Kansas City

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via Fed Line Solutions, Fedwire Funds and Securities, the National Settlement Service (NSS), FedCash1, FedACH, Check Services, and the Fed Now Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the Fed Now instant payment service.

Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.

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…