Federal Reserve Financial Services Customer Service Representatives at Federal Reserve Bank (FRB) in Atlanta, Georgia

Job Description:

Company

Federal Reserve Bank of Atlanta

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. This is a hybrid role and not 100% remote.

* 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.

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.). 

Responsibilities

• 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
  
  
  • Level 1: Typically requires at least 2 years of relevant experience
  
  
  • Level 2: Typically requires at least 4 years of relevant experience
  
  
  
  


• 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 basic networking knowledge.


• Intermediate troubleshooting skills


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

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)


• 401K match, and a fully funded pension plan


• Paid vacation and holidays, flexible work environment


• Generously subsidized public transportation


• Annual tuition reimbursement


• 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.

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.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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