Senior Customer Service Rep

Company

Federal Reserve Bank of St. Louis

Senior Customer Service Representative

As our Senior Customer Service Representative, you will support federal program agency (FPA) customers, supplier customers, and financial institution (FI) customers who use the Internet to access several Treasury applications. You will report to a Manager and assist users with issues preventing them from accessing the application and questions regarding the functionality within the application. You also will provide support on granting access to the applications once the required documentation is received. You may work at our offsite location.

• Handle incoming calls and provide support for enrollment, recertification, operational questions, and first level troubleshooting application access issues. 
• Respond to customer email inquiries, provide support for enrollment, recertification, operational questions, and first level troubleshooting of application access issues. 
• Provision and delete user access for Treasury applications following standard operation procedures. 
• Maintain customer information and issue log within the CRM tool. 
• Review and submit updates for department procedure documents. 
• Support annual user access recertification for Treasury applications including handling inquiries and removing user access at the closer of recertification. 

Qualifications 

• Bachelor’s Degree or commensurate experience  
• 2+ years’ experience providing customer service support; preferably in a call center 
• Understanding of IE browser version 8.0 and above; including browser settings and options 
• Understanding of Windows 7 and newer, and familiarity with operating systems and settings 
• Excellent customer service skills required to meet customer service quality measures 
• Use analytical skills for troubleshooting and trend analysis 
• Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text of the applications to provide premier customer support 
• Experience implementing and improving processes 
• Excellent verbal and written communication skills 
• Experience effectively training customers or coworkers is recommended 
• Bilingual in Spanish helpful 
• Candidates with less experience may be considered at a lower job grade or salary.  
• US Citizen or lawful permanent resident with three or more years of US residency 
• All Federal Reserve Bank of St. Louis employees must be fully vaccinated against COVID-19, including receiving a COVID-19 booster when eligible, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief. 

Total Rewards

Bring your passion and expertise, and we'll provide the opportunities that will challenge you and propel your growth—along with a wide range of benefits and perks that support your health, wealth, and life.

Salary: $ 56,000 - $ 74,000

In addition to a great compensation package, we offer a comprehensive benefits package that all brought together in a flexible work environment where you can find balance:

• Generous paid time off
• Tuition & Training assistance/reimbursement
• 401(k) match and Annuity/Pension fund
• Top-notch health care benefits
• Child and family care leave
• Professional development opportunities
• And more...

At the Federal Reserve Bank of St. Louis, we believe the Federal Reserve most effectively serves the American public by building a more diverse and inclusive economy. Our commitment to diversity and inclusion, at all levels of the organization, has been one of our core values for many years and remains strong as we continue enhancing our efforts. Learn more about Bank’s culture.

The Federal Reserve Bank of St Louis, Missouri, is an Equal Opportunity Employer

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Information Technology

Work Shift

First (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