FRFS Customer Support Specialist

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® (Automated Clearing House), Check Services, and the FedNow® Service. In 2020, we undertook a strategic effort to transform FRFS from a product and support office framework to a national, enterprise-focused organization. The enterprise structure integrated the prior retail, wholesale, cash, and customer relations product and support offices into a new organization, which was further joined by the FedNow team in early 2024. Our North Star strategy, with the new structure, is to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our evolved structure, we will 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 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.

Do you have strong customer service and problem-solving skills? Are you looking for a position that allows you to grow professionally within a customer service environment? Do you have knowledge related to payments processing in the Financial Services industry (check processing, ACH, etc.) or tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.)?

The Federal Reserve is looking for Customer Service Representatives for its nationwide payment and transaction processing systems. In this role, you will use your customer service, technical, and problem-solving skills to support financial institutions in accessing and using Federal Reserve Financial Services (FRFS) and platforms accessed through FedLine Solutions. We are seeking individuals who put the customer first, support them in an effective and efficient manner through teamwork and strong communication skills, take pride in the quality of their research, and are motivated by giving clients the right solution over a quick answer.

Schedule: 24/7/365 team with openings for and 8-hour shift, late morning to early evening, Monday – Friday. Training for this role will be 8-5 CT, Monday-Friday.

Key Activities:

• Provides customer support to users of Federal Reserve Financial Services (FRFS) products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents. 
• Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines. 
• Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy. 
• Perform extensive research regarding transaction and electronic payment file processing to mitigate risk 
• May assist in updating administrative reports, operational check lists, and knowledge base articles. 
• Utilizes customer relationship management tools to log, track, and monitor customer inquiries 
• Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support 
• Assists other customer service representatives as needed 
• May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices. 

Required Qualifications  

• High School Diploma or GED; Associate's Degree or equivalent education/experience preferred 
• Typically does not require any previous experience, 1-2 years of experience is preferred

• Superior customer service and problem-solving skills to create a positive customer experience 
• Good interpersonal and written communication skills 
• Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations. 
• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and b