FRFS Customer Service - Assistant Vice President

Company

Federal Reserve Bank of Kansas City

Federal Reserve Financial Services (FRFS) is a national, enterprise-focused organization that delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. FRFS is designed to meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create 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.

We value the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve.

As a Federal Reserve System National Business Line, it is standard practice to post FRFS positions in all twelve Districts to provide transparency and equitable opportunities for all FRS employees to apply. Internal candidate(s) selected for this position will remain employed by their current employing District and serve as an employee of FRFS. The selected candidate’s new job title and associated pay range will be determined by the employing District and will continue to be subject to the employing District’s people policies and practices (i.e., remote/hybrid work posture, etc.).
Location: Must live within commuting distance of a Federal Reserve Bank. The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Minneapolis, Atlanta, Kansas City, Richmond, and New York.

Assistant Vice President of Testing Services

• Lead a group of customer testing teams that support FedACH, Checks, Wholesale (Fedwire Funds, Securities, and NSS) and FedNow.

• In partnership with the FRFS Customer Service leadership team, continue evolving customer testing responsibilities to a unified, service agnostic offering while keeping the customer experience at the forefront.

• Provide input into the technology and product development pipeline and look for new ways to streamline and enhance the customer experience and deliver best-in-class service. In consultation with other FRFS leaders, develop strategies to enhance the customer experience, and resolve customer service challenges.

• Create a strong common culture that puts the customer first with a cohesive awareness and understanding of how our customers test our services.

• Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs. Engage actively in industry conferences and other internal and external engagements.

• Partner with all leaders within the FRFS and colleagues throughout the System in a collaborative manner, using influence and empathy to build relationships and trust. Represent FRFS on System committees and workgroups as needed.

• As a leader within the broader Support Center Operations function, be prepared to engage and contribute when production issues arise; this may involve being available after hours and on weekends to provide oversight to production issues with a focus on external customer communications and compiling voice of the customer information/data for troubleshooting purposes.

• Equitably and inclusively champions, mentors, and develops a highly matrixed and nationwide team to grow professionally.  Demonstrates vulnerability and empathy to create a trusted environment.

• Demonstrate a strong sense of ownership and sense of urgency, embracing innovation to enhance and expedite the testing services we deliver.

What we are looking for:

• Background and strong interest in payment systems is highly preferred

• Outstanding people leader and role model and demonstrated interest in serving as an active talent champion, coach, and mentor

• Strong champion of building a diverse and inclusive work environment 

• Track record of successful leadership to drive results and proactively manage change in a highly matrixed and virtual team, with the ability to develop strategies and initiatives that continually improve FRFS 24x7x365 operati