FRFS FedLine Access Processor

Company

Federal Reserve Bank of Kansas City

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

The FedLine Access Processor provides 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., workflow system, phone, email, etc..) using a variety of applications, tools, databases, and other resources.

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 may be required on short notice.

Key Activities:

• Contributes to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing 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.

• Verifies accuracy of access requests and associated documentation; conducts due diligence to verify authorization; assesses customer eligibility; completes required backend application updates and documents customer interactions into applicable systems following established procedures.

  Coordinates with other Reserve Bank operating departments and business lines as appropriate; follows up on issues requiring additional research and escalates critical incidents such as access violations and potentially fraudulent activity.

  Advises customers regarding the implementation of Federal Reserve products and services and electronic access platforms.

• Ensures that complex inquiries and issues are escalated to more experienced staff or management as appropriate.

• Maintains a general knowledge and keeps abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls, which change frequently.

• 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.

• Performs other duties as assigned.

Requirements:

• Typically does not require any previous experience.

• Typically requires a High School education or GED.

• Strong customer service skills, including active listening and strong oral communication skills

• Good troubleshooting and problem solving skills

• Strong attention to detail and organizational skills

• Good ability to multitask and use time efficiently to meet deadlines

• Proficient use of PCs and basic software packages, including MicroSoft Office and basic Internet navigation

• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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