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    Support Center Specialist - Minneapolis, United States - Federal Reserve System

    Federal Reserve System
    Federal Reserve System Minneapolis, United States

    3 weeks ago

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    Description

    **Company**

    Federal Reserve Bank of Minneapolis

    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 Minneapolis and eligible for a hybrid work schedule.?

    **Job Duties:**

    + Provide 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.?

    + Monitor National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.?

    + Execute complex payment processing programs according to detailed operation scripts, review 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.?

    + Utilize customer relationship management tools to log, track, and monitor customer inquiries.?

    + Appropriately identify and escalate complex technical problems and/or advanced questions to next-level support.?

    + Assist other customer service representatives as needed.?

    + May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.?

    **Qualifications: Education and Experience:**

    To be considered at the **Support Center Specialist, Associate** level you must meet the following educational and work experience:

    + Associate degree in a relevant field **OR**

    + HS diploma or GED **and** two (2) years of full-time relevant experience.?

    To be considered at the **Support Center Specialist, Experienced** level you must meet the following educational and work experience:

    + Associate degree **and** (2) years of full-time relevant experience **OR**

    + HS diploma or GED **and** four (4) years of full-time relevant experience.

    **Applicable and** **required** **at both levels:**

    + Superior customer service and problem-solving skills to create a positive customer experience.?

    + Good interpersonal and written communication skills.

    + Good follow up skills and experience with attention to detail.

    + 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 basic networking knowledge.?

    + Intermediate troubleshooting skills.

    + Demonstrated ability to understand and apply department standard operating policies and procedures.?

    **Additional Information:**

    _Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.??_ ?

    **Support Center Specialist, Associate:** $45,500- $56,901- $68,300.

    **Support Center Specialist, Experienced:** $51,700 -$64,584- $77,500.

    **Our total rewards program offers benefits that are the best fit for you at every stage of your career:?**

    + Comprehensive healthcare options (Medical, Dental, and Vision)?

    + 401(k) match, and a fully funded pension plan?

    + Paid time off and holidays?

    + Generously subsidized public transportation?

    + Annual educational assistance?

    + On-site fitness facility?

    + Professional development programs, training, and conferences?

    + And more...?

    _The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued._ _We believe_ _that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From_ economists to cash specialists ) _, we work together to_ _represent_ _you in our economy._ ?

    **Full Time / Part Time**

    Full time

    **Regular / Temporary**

    Regular

    **Job Exempt (Yes / No)**

    No

    **Job Category**

    Customer Service

    **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._

    Privacy Notice )

    OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States-one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government.

    OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward.

    Why Our People Choose Us:

    Our reputation precedes us

    There will always be room for personal growth

    Our people are first

    You'll find the right balance

    Your responsibilities will be meaningful

    We hope that you will be our future colleague.

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