Customer Service Representative -Call Center at Federal Reserve Bank (FRB) in Minneapolis, Minnesota

Job Description:

Company

Federal Reserve Bank of Minneapolis

Are you looking for a position that allows you to grow professionally within a fast-paced, call center environment in an organization that serves the public?

The Federal Reserve Bank of Minneapolis’ Treasury Services Department supports U.S. Treasury retail financial products, such as Savings Bonds. We are looking for individuals who are customer focused, efficient, and have effective verbal communication skills to join our call center. In this role, you’ll take approximately 60 calls daily assisting customers with a wide variety of inquiries including navigating the website, responding to requests to have bonds redeemed or reissued after the death of a family member, providing tax-related documentation, etc. Training and ongoing feedback/coaching is provided, and you’ll be expected to meet various metrics such as talk time and after call work.

• No nights
• No weekends
• No sales, collections, or cold calls
• Options to work onsite or hybrid (2 days remote-Monday and Thursday and 3 days onsite Tuesday, Wednesday and Friday), once training is complete

Responsibilities:

• Answer incoming calls from customers, financial institutions, and legal professionals.


• Advise customers on U.S. Treasury financial products, regulations, and forms.


• Support account setup and navigation for U.S. Treasury websites and applications


• Aim to exceed established metrics for accuracy, timeliness, and completeness


• Provide prompt, efficient, detailed, customer-oriented service


• Act as an advocate for our customer; reporting and/or acting on areas for improvement


• Establish and maintain accurate records and documentation


• Interpret guidelines, regulations, and recommend changes to procedures and processes

Qualifications:

• Associate’s degree in business or an equivalent combination of education and experience.


• Minimum one year of related experience or an equivalent combination of post-secondary education and experience in customer service, operations, or related area.


• Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.


• Ability to interface directly with customers and resolve issues, follow, and explain policies and procedures, problem solve, and meet deadlines.


• Basic computer and MS Office proficiency.

Additional Information:

Salary range is $43,900-54,870-65,800. 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. 

The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are expected to be in the office 3 days per week for meetings and team collaboration.

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.

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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