Job Description Customer Service Support Coordinator at the Federal Reserve Bank of Kansas City.In this role, you will use your customer service and problem‑solving skills to provide support to financial institutions using Federal Reserve Financial Services (FRFS) platforms.Day shift hours of operation are 7am–7pm CST, Monday–Friday. Overtime may be required on short notice. The position requires in‑office, on‑site work at either the Kansas City or Minneapolis locations and is not eligible for remote work.Key Responsibilities Provide superior customer service to external customers (financial and non‑financial institutions and government agencies) and internal customers (Federal Reserve Bank operating departments, national lines of business, Board of Governor's staff and other system entities) using multiple channels (phone, email, fax, paper mail, etc.) and a variety of applications, tools, databases and resources.Escalate complex inquiries and issues to more experienced staff or management as appropriate.Contribute to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing user security requests for federal reserve services and internal business applications.Verify accuracy of access requests and associated documentation; conduct due diligence, assess customer eligibility, complete required backend updates and document interactions in applicable systems.Coordinate with other Reserve Bank operating departments and business lines, follow up on issues requiring additional research, and escalates critical incidents such as access violations and potential fraudulent activity.Advise customers on the implementation of Federal Reserve products and services and electronic access platforms.May participate in business continuity testing, QA or production testing for new software enhancements and releases on distributed and/or enterprise applications.Maintain general knowledge and stay abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls.Map user credentials and server certificates; provision physical devices for access control and encrypted information storage.Monitor inventory and complete daily accounting activities to reflect inventory levels.Qualifications High school diploma or GED.At least one year of experience in customer service, operations and/or related area (four years required for level II).Demonstrated ability to interface with customers and resolve routine issues, follow and explain operating policies and procedures, and achieve service levels while maintaining high productivity and quality standards.Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast‑paced environment.Proficient computer skills, including data entry and ability to navigate multiple applications concurrently; experience with Microsoft Office, Internet and web‑based applications, e‑mail systems, etc.Strong skills in customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communications (including active listening) and time management.Locations The selected candidate will reside within a reasonable commuting distance to the Federal Reserve Bank operating sites and will work full‑time onsite at either the Kansas City, MO or Minneapolis, MN locations.Equal Employment Opportunity 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.#J-18808-Ljbffr