Posted:
6/30/2026, 2:48:34 AM
Location(s):
Missouri, United States ⋅ Atlanta, Georgia, United States ⋅ Kansas City, Missouri, United States ⋅ Minnesota, United States ⋅ Minneapolis, Minnesota, United States ⋅ Georgia, United States
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Workplace Type:
Remote
Key Activities:
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 payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
Perform extensive research regarding transaction and electronic payment file processing to mitigate risk.
May assist in updating administrative reports, operational check lists, knowledge base articles, and VPN installations.
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 specialists as needed.
Required Qualifications
High School Diploma or GED; Associate degree or equivalent education/experience preferred
Superior customer service and problem-solving skills to create a positive customer experience
Strong 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.
It's added value if you have
Knowledge and 1 -2 years of experience related to payments processing in the Financial Services industry (check processing, ACH, Fedwire, etc.).
1 -2 years of experience with tier 1 technical troubleshooting (i.e., operating systems, browser settings, basic internet, and networking navigation, etc.).
Additional Details:
Locations:
The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite.
The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Atlanta, Kansas City, and Minneapolis.
Not eligible for remote work
Shift:
24/7/365 team with openings for an 8-hour shift + breaks
Typically 8:00 a.m. – 5:00 p.m., Monday – Friday
Screening:
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.
Sponsorship:
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
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.
Website: https://www.federalreserve.gov/
Headquarter Location: Washington, District of Columbia, United States
Employee Count: 1001-5000
Year Founded: 1913
IPO Status: Private
Industries: Banking ⋅ Finance ⋅ Financial Services ⋅ Sharing Economy