Customer Service Representative
Job Description
About the Role
Federal Reserve Financial Services Customer Service Representatives
Atlanta, GA
Full time
job requisition id R-0000023363
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 candidates new job title and associated pay range will be determined by the employing District and will continue to be subject to the employing Districts 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 TimeFull time
Regular / TemporaryRegular
Job Exempt (Yes / No)No
Job Category
Work ShiftFirst (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.
