Customer Support Center Specialist Job at Federal Reserve Bank of Atlanta
Company
Federal Reserve Bank of Atlanta
About Us
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.
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.
This is a 24/7/365 team with openings on all shifts. Positions are based in Atlanta and eligible for a remote work schedule.
Work Shift
Various Shifts (United States of America)
- 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
A requirement of this position is that the employee must be fully vaccinated against COVID-19 or qualify for an accommodation from the Bank’s vaccination policy. To provide for the health and safety of its employees and support the Bank’s mission to the greatest extent possible, the Bank decided to adopt this requirement after careful review of public health information, workforce data, employee feedback, and the Federal Reserve System’s pandemic recovery plans. The Bank requires all employees to be vaccinated fully against COVID-19 as a condition of employment.
Responsibilities
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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.
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Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
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Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy.
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Perform extensive research regarding transaction and electronic payment file processing to mitigate risk
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May assist in updating administrative reports, operational check lists, and knowledge base articles.
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Utilizes customer relationship management tools to log, track, and monitor customer inquiries
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Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support
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Assists other customer service representatives as needed
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May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.
Required Qualifications
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High School Diploma or GED; Associate's Degree or equivalent education/experience preferred
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Level 1: Typically requires at least 2 years of relevant experience
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Level 2: Typically requires at least 4 years of relevant experience
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Superior customer service and problem-solving skills to create a positive customer experience
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Good interpersonal and written communication skills
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Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
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Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
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Intermediate troubleshooting skills
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Demonstrated ability to understand and apply department standard operating policies and procedures.
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A requirement of this position is that you must be vaccinated against COVID-19 or qualify for an accommodation from the Bank's vaccination policy; the Bank will provide accommodations as needed by law for individuals unable to be vaccinated because of medical condition or sincerely held religious belief
Benefits:
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Our total rewards program offers benefits that are the best fit for you at every stage of your career:
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Comprehensive healthcare options (Medical, Dental, and Vision)
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401K match, and a fully funded pension plan
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Paid vacation and holidays; flexible work environment
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Generously subsidized public transportation
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Annual tuition reimbursement
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Professional development programs, training and conferences
And more
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).
The Federal Reserve Bank of Atlanta is an equal opportunity employer.
District Employment and Dual Citizenship
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 candidate’s new job title and associated pay range will be determined by the employing District, and they will continue to be subject to the employing District’s people policies and practices (i.e., remote/hybrid work posture, etc.).
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
No
Job Category
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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