FRFS Senior/Lead Customer Support Specialist

Key Activities:

• Works independently with expert-level judgment and minimal supervision.

• Serves as a leader for complex, high-impact operational situations.

• Represents the Support Center during incident management events.

• Demonstrates proactive communication, cross-team collaboration, and advanced problem-solving skills.

• 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, 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 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.

• Intermediate troubleshooting skills

• Demonstrated ability to understand and apply department standard operating policies and procedures.

It's added value if you have

• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.

Technical & Process Expertise

• Provide advanced troubleshooting for FRFS products and applications, including connectivity, payment processing, and application-specific issues.

• Lead or contribute to projects by providing analysis, requirements review, testing oversight, and validation prior to customer release.

• Serve as a liaison between the Support Center, FRFS Operations, IT, and Product Management.

• Identify and escalate potential cyber events, phishing attempts, or security concerns.

Qualifications & Requirements

• Minimum 3 years of relevant experience in technical and financial business processes, 6+ years preferred

• Preferred certifications: A+, CCENT, Microsoft Fundamentals, AAP, APRP, Faster Payments Certificate Program, National Check Professional.

• Demonstrated master-level understanding of technical and financial processes, with specialized depth in payment systems or related disciplines.

• Ability to train, delegate, review work, and serve as a knowledge resource for less experienced staff.

Screening: