Customer Support Representative-Case Examination

About the Company

Federal Reserve Bank of Minneapolis

Are you looking for a position that allows you to grow professionally in a service-oriented processing environment?

The Federal Reserve Bank of Minneapolis Treasury Services Department supports U.S. Treasury retail financial products, such as United States Savings Bonds. Our operations area serves the general public, examines evidence, verifies entitlement while working with a variety of computer applications.

No nights. No weekends.

• Review, examine, and interpret forms, legal evidence, savings bonds, and other information to ensure accuracy and completion of processes and transaction details for compliance with Treasury regulations and internal procedures.
• Aim to exceed established metrics for accuracy, timeliness, and completeness.
• Establish and maintain accurate digital customer records. Utilize multiple software applications to retrieve and relay relevant customer information. Interact with customers via telephone or in writing.
• Apply critical thinking to provide superior customer service to external and internal customers by independently providing instruction, support, and inquiry resolution.
• Ensure strict adherence and compliance to all regulations, guidelines, and controls.
• Interpret and apply policies and procedures related to products and services supported by the Treasury department.
• Maintain business expertise and the ability to adapt to changing technology, processes, procedures, and controls.
• Assist in the identification of day-to-day customer trends and other business needs to help improve operational efficiencies and drive process innovations.
• Assist with peer training and mentoring.
• Complete ad‑hoc work assignments and/or participate in projects as needed or assigned.
• Provide support to other staff as appropriate or needed.

• Associate’s degree, or equivalent combination of education and/or work experience preferred.
• Minimum 1 year experience in customer service, operations and/or related area, or equivalent post-secondary education and/or experience.
• 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 some or all of the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal, and written communications including active listening, and time management.
• Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency.

Salary range is $45,600 - $57,033 - $68,400. The expected starting salary range is $50,000 - $57,000. Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401(k) match and a fully funded pension plan
• Paid time off and holidays
• Generously subsidized public transportation
• Annual educational assistance
• On-site fitness facility
• Professional development programs, training, and conferences
• And more

• Full time
• Regular
• Job Exempt:
  No
• Job Category:
  Customer Experience Family Group
• Work Shift:
  
  First (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.