Company

Federal Reserve Bank of MinneapolisDo you have strong customer service and problem-solving skills? Are you looking for a position that allows you to grow professionally within a customer service environment?

The Federal Reserve Bank's Support Center Operations is hiring for two Customer Support Specialists (FRFS Consumer Help) to join their national team.

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 expected to be in the office 3 days per week for meetings and team collaboration.

This vacancy is open at two levels: Consumer Help Rep I or Consumer Help Rep II. The hire could be at either level; the decision will be based on the strength of the candidate pool and the needs of the department.

Responsibilities:

• Utilize documented procedures and other resources to research and respond to incoming callers regarding consumer protections and accurately address consumer inquiries.

• Gather and review information from multiple sources to reach conclusions and route complaints and inquiries to the appropriate regulator.

• May perform additional review of any complaints received against a Federal Reserve entity to determine the FRB-enumerated or CFPB-enumerated consumer protection law(s) the complainant’s issue applies to.

• Use designated applications to document interactions and actions taken for each consumer contact.

• Respond to requests and inquiries from Board of Governors DCCA, District Consumer Affairs, and other regulatory agency contacts.

• Meet baseline Key Performance Indicator (KPI) targets.

• Keep abreast of changes to applicable consumer regulations and policies, as well as internal operating procedures, applications, and tools.

• May coordinate and/or complete various projects or unit assignments, such as performing quality reviews, providing input on unit operations, and preparing reports and daily schedules.

• May develop recommendations for process improvements and assist in ensuring improvements are implemented.

• May manage FRCH team content management website, including coordinating the review and update of procedures, workflows, and other reference materials used by all staff.

The following qualifications of education and or work experience must be met to be considered for the Customer Support I level:

• HS Diploma and minimum, 2 years of experience in a customer service role in a call center OR

• Associate degree with some experience in customer service, call center area.

The following qualifications of education and or work experience must be met to be considered for the Customer Support II level:

• HS diploma and 4 years of full-time work experience in customer service role in a call center OR

• Associate degree and 2 years of full-time work experience in customer service role in a call center OR

• Bachelor's degree with some work experience in customer service role in a call center

• Current or recent experience facilitating training for peers.

Applicable for either level:

• Demonstrated ability to interface with customers and assist them in resolving issues by understanding information and delivering well-reasoned decisions based on available resources and job specific knowledge.

• Advanced knowledge of regulations, policies, and procedures.

• Ability to understand, interpret, and apply regulations, policies and procedures.

• Excellent skills in customer service, problem solving, and attention to detail.

• Must bring excellent communication skills that includes active listening, reading comprehension, writing, accurate spelling and grammar.

• Proficiency in computer and keyboarding skills including Microsoft Word, Excel, Internet navigation, email and instant messaging programs.

• Strong understanding of effective call handling principles. Ability to navigate within multiple applications concurrently.

• Demonstrated ability to effectively prioritize multiple tasks and facilitate the delivery of training to peers.

• Bilingual in English/Spanish preferred.

Additional Information:

Salary Ranges: Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.

FR Consumer Help Rep I: $48,200 - $60,206 - $72,200 Annual

FR Consumer Help Rep II: $57,200- $71,465 - $85,800 Annual

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)

• 401(k) match, and a fully funded pension plan

• Paid time off and holidays

• Generously subsidized public transportation

• Annual educational assistance

• On-site fitness facility

• Professional development programs, training, and conferences

• And more…

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Customer Service

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

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