Vacancy caducado!
Company Federal Reserve Bank of AtlantaEnterprise Support Specialist (3rd Shift)Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff. We are seeking 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.Summary:
- 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. Responsible for ensuring inquiry progress and incident resolution. Provides 24/7 omnichannel customer support.
- Customer support provided is dependent upon knowledge of multiple FRFS services, applications, and customer technical configurations, including Virtual Private Network (VPN) and Wide Area Network (WAN) connections, as well as use of middleware for payment processing.
- Aids customers in effectively utilizing automation products (e.g., self-service portals) to mitigate the reporting of future issues/requests. Utilizes and/or creates/updates internal knowledge management tools to resolve customer issues by documenting customer interactions and following the proper workflow to resolve incidents; poses questions to promote knowledge sharing and gain new perspectives.
- Informing management of customer inquiries that may be indicative of broad or regional service disruptions or incidents that may otherwise systemically impact payment services.
- Performing extensive research regarding transaction and electronic payment file processing to mitigate risk of creating duplicate payments.
- Performing payment calculations based on published exchange rates for international payments.
- Providing recommendations for resolving file inaccuracies to allow for correct file processing.
- Providing explanations for accounting entries related to payment transactions, credit availability, etc.
- Identifying and escalating potential cyber events, phishing attempts, or notifications of security incidents by users of FRFS products.
- Input, analysis, review, testing, and implementation of work to ensure the highest quality of support.
- User acceptance testing as a final validation before system/application release to customers. Serves as a liaison between the FRFS Support Center, FRFS Operations, FRFS IT, and FRFS Product Management.
- Novice understanding of technical and financial business processes and subject matter.
- Follows standard procedures. Works under direct supervision. Consults with management or more senior staff in decision-making
- A+ Certification and/or Networking fundamentals certifications such as Cisco Certified Entry Network Technician (CCENT),
- Microsoft Fundamentals
- Accredited ACH Professional (AAP)
- Accredited Payments Risk Professional (APRP) Faster Payments
- 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
- Annual tuition reimbursement
- Professional development programs, training and conferences