Senior Customer Support Specialist I-II

Federal Reserve Bank

Kansas City,MO

11/9/2019

Job Summary:As part of the Customer Contact Center (CCC), Senior Customer Support Specialists in the Customer Support Coordinator (CSC) function are responsible for establishing customer set-up for electronic access products and other financial services for the Federal Reserve System. Primary duties include processing a high volume of electronic and hard copy requests and electronic access credential provisioning.Key Activities:* Coordinates the processing of external customer security access requests to establish, modify, or discontinue access to Federal Reserve products, services, and/or applications using multiple electronic access platforms; customer access requests and agreements on behalf of other business lines; and non-financial external customer security access requests, by following a variety of established procedures.* Develops and maintains an advanced working knowledge of business-related applications, products, services, electronic access platforms, Operating Circulars, Regulations, etc.* Considers potential exceptions and issues appropriate credentials by accessing multiple web-based tools.* Processes and examines customer requests timely and accurately to complete due diligence while adhering to strict information security controls and procedures.* Independently provides high quality, professional and timely customer service to internal and external customers.* Responds to a wide variety of complex, business-specific inquiries, issues, and requests via multiple communication tools.* Escalates more complex inquiries or issues to senior staff or management, as appropriate.* Manages inbound and outbound customer calls to complete customer requests.* Ensures sensitive information is secured and only authorized contacts are given the information across all Federal Reserve products and services.* Utilizes multiple applications and databases to set-up, maintain, retrieve, and relay accurate, relevant, and comprehensive customer profiles, records, and documentation.* Performs other duties as assigned.Qualifications:* High school level command of spelling, grammar and math, and/or basic vocational training.* Requires one to three years of work related and/or customer service experience.* Requires knowledge of end-to-end processes and procedures for a fast-paced and changing environment, including adjusting to additional responsibilities and adapting processes to available technologies, for purposes of assessing viable exceptions, evaluating customer profiles, and meeting various service levels, which can be acquired through three years of job related experience and/or one to two years of relevant business administration course work.* Demonstrated ability to understand and apply department standard operating policies and procedures and industry specific regulations and laws, and to follow strictly such procedures in a highly controlled environment with high productivity and quality guidelines.* Strong organizational skills and ability to multi-task and prioritize work/deadlines.* Strong attention to detail.* Strong customer service skills.* Demonstrated initiative and leadership ability.* Demonstrated ability to explain complex procedures to less experienced staff effectively.* Strong critical thinking and problem solving skills.* Strong verbal and written communication skills, including active listening* Strong ability to adapt to change in a fast paced changing environment. Ability to use time efficiently and effectively to assist unit in meeting key performance indicators.* Strong communication skills, including active listening and the ability to communicate clearly over the telephone in English to customers.* Proficient computer skills including, but not limited to, data entry, internet applications, e-mail, Microsoft Office, etc., plus the ability to navigate within multiple applications concurrently.* Intermediate typing skills.* Availability to work assigned shift (hours of operation are 7:00 a.m. to 7:00 p.m. CT, Monday through Friday).Follow us on LinkedIn, Twitter, and our YouTube channel - Kansas City Fed.The Federal Reserve Bank of Kansas City is an equal opportunity employer. As such, the Bank recruits, hires, trains, and promotes individuals without regard to race, color, religion, sex, national origin, age, disability and/or sexual orientation.

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