Jobs and Careers

Customer Support Analyst

United Statesfull_timeVerifiedPosted 14 Feb 2024

About the role

Company

Federal Reserve Bank of Cleveland

The Federal Reserve Bank of Cleveland is part of the nation’s central bank and we’ve provided many opportunities for professional growth during our history.

For twenty-four years in a row, we’ve been named “One of Northeast Ohio’s Best Places to Work” by North Coast 99. This prestigious award honors organizations with outstanding employment practices, including compensation, benefits, training, recruitment, retention, community services, and employee communications.

Our People Make the Difference! The Federal Reserve Bank of Cleveland is seeking innovative thinkers with vision to build the framework that will carry the Bank into the future.

Follow us on LinkedIn, Twitter, Instagram, and our YouTube channel – Cleveland Fed

To be considered for this role, candidates must be a U.S. citizen, permanent resident or green card holder and have resided in the U.S. for a minimum of three consecutive years.

SHIFT: ability to work the following shifts: 8am-5pm, 9am-6pm, or 10am-7pm – shifts may vary

Organizational Expectations:

As a customer support analyst, you will act as an intermediary between citizens, federal agencies, and the Treasury to facilitate revenue collections and enhance the customer experience by providing timely, high quality customer support across multiple eGov products and services. Requires an individual well-versed in working with the public to answer informational questions and resolve payment processing issues.

You will also be responsible for a variety of tasks including assisting customers make payments, correcting errors, general system feature function questions and managing complaints. The position objective is to provide a positive customer experience and enhance the relationships between citizens, federal agencies and the Treasury.

General Responsibilities:

Provides tier 1 customer support via telephone, email, text and live chat.
Delivers prompt, effective and professional solutions to customer problems or inquiries. Troubleshoot user problems across multiple platforms related to system features, functionality, connectivity and availability.
Encourages customers to leverage online resources to enhance understanding and experience.
Assumes ownership of customer issues and follow-up on issues not resolved with first contact.
Assists other technical and operations support teams in providing root cause analysis.
Manages customer's personal information in a confidential and secure manner per bank and system policy.
Communicates customer feedback/insight to product, technical operations support teams. Identifies and implements process improvements to enhance support functions efficiency and effectiveness.
Contributes to and maintains the customer support function operational knowledgebase.
Performs other duties as assigned or requested by management.

Education and Experience:

Bachelor's degree with no prior professional work experience or,
Associate's Degree with 3+ years of professional work experience or,
High School Diploma with 5+ years of professional work experience

Knowledge and Skills:

Capable of identifying and/or recommending continuous improvement opportunities within the team.
Able to work as an individual contributor to related projects with some guidance.
Advanced Microsoft Office Suite knowledge.
Experience using telephone, applications, and support systems to manage high volumes of customer contacts.
Advanced communication skills both verbal and written.
Strong listening and analytical skills.
Able to manage a high volume of repetitive customer contacts.

Physical Demands and General Working Conditions

Employees typically sit most of the day, work with a computer and may answer/respond to phone calls. Physical movement consists of walking for meetings, breaks, etc. Ability to lift items weighing approximately 20 pounds on a limited basis is required. Employees may be required to travel by car/air. Must be able to work shifts; nights, weekends or holidays to meet customer, agency and bank needs. Able to work effectively in high-stress situations and a fast-paced environment.