Federal Reserve Bank of Minneapolis
Published
August 23, 2021
Location
Minneapolis, Minnesota
Job Type

Description

Join the Customer Contact Center (CCC) as a Technical Customer Service Representative!  Provides first-line response to a high volume of incoming calls from customers using Federal Reserve products and services. Utilizes technical skills to quickly and accurately identify and assess customer needs and take appropriate action to resolve the issue on the call. Identifies and troubleshoots routine technical issues with multiple electronic access platforms including software and hardware issues.

 Primary responsibilities include:  

  • Utilizes a variety of documented procedures and automated customer support, troubleshooting, and change request tools to research customer issues and provide technical problem solving. Escalates complex problems to second-level technicians, as appropriate.

  • Documents customer interactions into a call logging system for tracking purposes.

  • Acquires and maintains a general knowledge of electronic access applications and product enhancements.

  • Educates incoming callers regarding online tools and learning systems to assist the customer in future troubleshooting issues (e.g. self-service options).

  • Completes ad-hoc administrative assignments.

  • Performs other duties as assigned.

  • Maintains minimum service level and metric standards.

Qualifications: 

  • High school diploma or equivalent.

  •  Level I: Minimum 2 years of related experience. Call center or help desk experience preferred. Two years of college or technical coursework preferred.

  • Level II: Minimum 3 years of related experience or equivalent combination of education and related experience. Call center or help desk experience preferred. Two years of college or technical coursework preferred.

  • Level III: Minimum 4 years of related experience, plus two years of college coursework or an equivalent combination  of education and experience. Bachelor's degree in related field preferred. Call center or help desk experience preferred.

  • Technical aptitude and knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge

  • Troubleshooting and problem solving skills.  Advanced typing skills

  • Strong verbal and written communication skills

  • Call center or help desk experience is preferred

  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience.

  • Good multi-tasking and time management skills.

  • Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.

  • Demonstrated ability to understand and apply department standard operating policies and procedures.

  • Availability to work assigned shift (operational hours are 6:30 a.m. to 8:00 p.m., Monday through Friday).

  • Strict adherence to work schedule

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 believethat we can foster development opportunities for all and

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.

*A requirement of this position is that the employee must be fully vaccinated against COVID-19 or qualify for an accommodation from the Bank’s vaccination policy; the Bank will provide accommodations as required by law for individuals unable to be vaccinated due to medical condition or sincerely held religious belief

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