Customer Service Specialist

Company

Federal Reserve Bank of Minneapolis

Are you looking for an opportunity to work in a fast-paced customer service environment where you will support Federal Reserve Financial Service customers in their preparation to onboard across all FedLine access platforms and services? The Federal Reserve Financial Services (FRFS) Operations Group within the Federal Reserve Banks of Minneapolis, Kansas City and Atlanta seeks a FedLine Onboarding Readiness team member to work collaboratively in supporting our customers throughout onboarding readiness activities and engaging directly with internal partners to meet customer needs. As an onboarding customer support specialist within the FRFS, you will have an opportunity to grow your customer service and communication skills, deepen your knowledge of FRFS products and services while working directly with our customers and a variety of stakeholders across the Federal Reserve System.

This position is subject to the hybrid work requirements applicable in the District in which the position is offered. More specific detail may be discussed during the interview.

Responsibilities:

• Advises customers on preparation and readiness activities regarding the implementation and use of Federal Reserve products, services, and electronic access platforms.
• Provides consultative support to customers regarding agreement and/or form completion and other onboarding readiness activities and/or assessments.
• Maintains basic knowledge of Federal Reserve Financial Services products, services, operating procedures, relevant applications, resources and security controls.
• Serves as liaison with customer relations, business lines and support areas to ensure all aspects of customer’s pre-onboarding readiness needs are addressed.
• Researches and responds timely to customer requests for information and assistance in accordance with defined standards for timeliness, accuracy, and completeness
• Identifies and coordinates additional resources in support of more advanced questions or concerns and escalates to Relationship Managers and Leadership as needed.  
• Assists in the development and maintenance of FRFS business processes, procedures, and knowledge documents.

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.  

Qualifications:

• Associate degree or an equivalent combination of education and experience.
• Two years of customer service experience/phone support.. (Four years of experience required for level II; Bachelor’s degree or equivalent required for analyst level.)
• Superior customer service skills for internal and external customers, to include active listening for a positive customer experience.
• Strong interpersonal skills, including the ability to work effectively in a team environment. 
• Exceptional verbal and written communication skills. 
• Aptitude to understand technical concepts and their business implications.
• Strong time management skills and ability to multi-task and prioritize work.
• Demonstrated attention to detail.
• Strong personal initiative. 
• Demonstrated analytical, organizational, and problem-solving skills.
• Prior experience in Financial Services preferred. 

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

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

Salary range for Customer Service Specialist I is $49,900-62,428-74,900. Salary range for Customer Service Specialist II is $60,000-75,030-90,000. Salary range for Customer Service Analyst is $72,100-90,145-108,200. (These ranges apply to Minneapolis only.)

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.