Federal Reserve Financial Services Enterprise Customer Support Specialist I/II

Federal Reserve Bank of San Francisco · Atlanta

Company

Federal Reserve Bank of AtlantaFederal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service. FRFS operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.

We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Onsite Work Expectations:
The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

About the Role 
A skilled IT professional to provide critical technical support for our Federal Reserve Financial Services (FRFS) Connectivity Testing and Integration (CTI) Team to deliver exceptional customer support, by providing second and third-level technical support. Your responsibilities include coordinating customer onboarding projects, facilitating network testing, and serving as a technical liaison between customers, internal teams, and vendors. You'll manage technical projects from start to finish, maintain detailed documentation, and identify process improvements. This position requires excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.  

Key Activities  

Install, maintain, monitor, and troubleshooting systems and applications while providing advanced technical support to resolve complex customer issues.
Serve as technical liaison between customers, vendors, and internal teams while managing onboarding projects, equipment changes, and infrastructure implementations.
Research and resolve connectivity issues and change requests, escalating advanced problems according to established standards for timely resolution.
 Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability.
Create and maintain technical documentation, procedures, and guidelines while identifying opportunities to improve processes and infrastructure.
Provide after-hours support for urgent issues.

Required Qualifications

Typically requires 0-3 years of relevant experience.
Associate’s degree in information technology or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination of directly related education and/or experience.
Novice to intermediate understanding of subject.
Works under clearly defined guidelines with direct supervision. Consults with management or more senior staff in decision-making.

Preferred Qualifications

Knowledge of systems administration, network infrastructure, and both production and test environments.
Ability to diagnose and resolve technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems.
Capacity to lead customer projects, coordinate across multiple stakeholders, and manage timelines.
Skilled in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support.
Creating and maintaining comprehensive technical documentation, processes, procedures, and accurate customer databases.
Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities.

Experience:

Support Specialist I: High school diploma or GED; further education preferred. Less than one years; one year in customer service or other related business experience preferred

Support Specialist II:

High school diploma or GED; further education preferred. Less than two years; one year in customer service or other related business experience preferred.

Working Hours  

Monday – Friday / 8:00am – 4:30pm CT OR
Monday – Friday / 11:00am – 7:30pm CT
Saturday / 7:00am – 4:00pm CT
Team members can expect to work 2-3 Saturdays per quarter based on project demands and customer requirements.

Additional Information

How We Work:

On-site, full-time. Requirements vary by district.
Locations: Boston, New York, Philadelphia, Cleveland, Richmond, Atlanta, Chicago, St Louis, Minneapolis, Kansas City, Dallas, San Francisco preferred.
Remote Eligible: No

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
Education Assistance Program
Professional development programs, training and conferences
And more…

Additional Requirements:

This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
- For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Federal Reserve Bank of Atlanta employees must comply with the Bank’s ethics rules. These rules generally prohibit employees, their spouses/domestic partners, and minor children from holding financial interests (such as common stock and corporate bonds) issued by financial institutions. This prohibition also applies to investment funds that focus on investing in the financial sector. If you, your spouse/domestic partner, or minor child own such securities, you will generally be asked to divest them if you accept an offer of Bank employment. If you have concerns about this prohibition, you should raise the issue with the recruiter for this posting early in the process.

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 Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Job Category

Information Technology Family Group

Work Shift

First (United States of America)

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.

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