Customer Service Representative I - Senior Customer Service Representative

Federal Reserve Bank

Kansas City,MO

11/28/2019

Job Summary:

The Federal Reserve Bank of Kansas City seeks to hire a Customer Service Representative to provide first-line response to a high volume of incoming calls from customers using Federal Reserve products and services. This position requires technical skills to identify and troubleshoot complex technical issues across multiple electronic access platforms.

Key Activities:

  • Utilizes a variety of documented procedures and automated customer support, troubleshooting, and change request tools to research customer issues and provide technical problem solving.
  • Escalates complex problems to more experienced staff or second-level technicians, as appropriate.
  • Documents customer interactions into a call logging system for tracking purposes.
  • Acquires and maintains a general knowledge of electronic access applications and product enhancements.
  • Educates incoming callers regarding online tools and learning systems to assist the customer in future troubleshooting issues (e.g., self-service options).
  • Completes adhoc administrative assignments. Performs other duties as assigned.

Qualifications:

  • Associates degree from a two-year college or technical school, or an equivalent combination of education and experience required.
  • One to three years of customer service experience in a call center or help desk environment required.
  • One to three years of experience with FR electronic access products and services preferred
  • Technical aptitude and knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
  • Intermediate troubleshooting and problem solving skills.
  • Intermediate to advanced typing skills.
  • Strong verbal and written communication skills.
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience.
  • Good multi-tasking and time management skills.
  • Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
  • Demonstrated ability to understand and apply department standard operating policies and procedures.
  • Availability to work assigned shift (operational hours are 6:30 a.m. to 8:00 p.m., Monday through Friday).

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We [Federal Reserve Bank of Kansas City] are committed to building a diverse workplace, and are continually striving to achieve this goal. As such, we provide equal employment opportunities regardless of race, color, religion, sex, gender identity and/or expression, national origin, age, disability, sexual orientation, or genetic information.

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