Customer Support Specialist

Location - Kansas City (Hybrid ~50%)

Duration: Contract only (potentially through June 2025) | 40 hours/week

Customer Support Coordinator

Key Activities:

• Provides superior customer service to external and internal customers by independently responding to and resolving routine service requests received via multiple channels (i.e., workflow system, phone, email, etc..) using a variety of applications, tools, databases, and other resources.
• Contributes to meeting or exceeding department and unit metrics related to accuracy, timeliness, and customer satisfaction
• Adheres to established SOPs and/or checklists when handling requests from internal and/or external customers. Ensures sensitive information is secured and only shared with authorized contacts.
• Verifies accuracy of requests and conducts due diligence when handling a variety of customer/business-specific requests. Due diligence may include assessing customer eligibility, verifying authorized signatures, coordinating with other departments/business lines/Districts, and/or conducting additional research for customer requests.
• Follows information security controls when performing credentialing/setting up of Federal Reserve products, services, and/or applications for external/internal users; modifying/discontinuing accesses; communicating access instructions to users; mapping user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
• Monitors inventory and completes daily accounting activities to reflect inventory levels. Processes accounting entries to other Reserve Banks. Works with management to investigate and resolve discrepancies and assists in the receipt and validation of new device inventory shipments.
• Identifies and escalates time critical issues to senior staff members or management as appropriate.
• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution. Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.
• Reviews, recommends, and/or implements changes to procedures, processes, and/or checklists to improve operational efficiencies.

Qualifications:

• Typically requires 0-3 years of relevant experience.
• High School education or GED.