The Federal Reserve Board is the governing body of the United States’ central banking system, working to support a safe, flexible, and stable monetary and financial system. Its responsibilities span monetary policy, banking supervision and regulation, financial stability, and payment systems, as well as financial services for the U.S. government. Through its role with the Federal Open Market Committee, the Federal Reserve Board helps implement national monetary policy and contributes to oversight of the broader financial system.
Customer Support Specialist I-II, Federal Reserve Financial Services
Provide onsite customer support to financial institutions using Federal Reserve payment platforms. Resolve service requests, manage secure access changes, and escalate incidents as needed.
Description
- Support financial institutions using Federal Reserve Financial Services platforms by providing customer service and troubleshooting assistance.
- Resolve routine service requests from external and internal customers through phone, email, fax, paper mail, and other channels.
- Escalate complex questions and problems to experienced staff or management.
- Process requests to establish, change, or end user access to Federal Reserve services and internal business applications.
- Validate access-request details and documentation, perform authorization due diligence, assess customer eligibility, and update backend applications.
- Record customer interactions in applicable systems according to established procedures.
- Coordinate with Reserve Bank operating departments and business lines.
- Research unresolved issues and escalate critical incidents, access violations, and suspected fraudulent activity.
- Guide customers in implementing Federal Reserve products, services, and electronic access platforms.
- Participate in business continuity exercises and QA or production testing for software enhancements and releases.
- Maintain working knowledge of Federal Reserve applications, tools, databases, products, services, operating procedures, and security controls.
- Map user credentials and server certificates.
Requirements
- High school diploma or GED is typically required.
- At least one year of customer service, operations, or related experience is typically required.
- Level II requires four years of experience.
- Ability to work with customers and resolve routine issues effectively.
- Ability to follow and explain operating policies and procedures.
- Ability to meet service levels while maintaining high productivity and quality standards.
- Ability to adapt quickly to changing technology and responsibilities in a fast-paced environment.
- Proficiency with computers, data entry, and using multiple applications simultaneously.
- Experience with Microsoft Office, internet and web-based applications, and email systems.
- Strong customer service, problem-solving, adaptability, flexibility, attention to detail, interpersonal communication, verbal and written communication, active listening, and time-management skills.
- Must live within a reasonable commuting distance established by the employing Reserve Bank.
- Must work full-time onsite and is not eligible for remote work.
- Must be available for an assigned eight-hour shift scheduled between 7:00 a.m. and 7:00 p.m. EST.
- Short-notice overtime may be required.
Benefits
- Comprehensive medical, dental, and vision coverage options.
- 401(k) matching.
- Fully funded pension plan.
- Paid vacation and holidays.
- Flexible work environment.
- Subsidized public transportation.
- Education assistance program.
- Professional development programs, training, and conferences.