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Federal Reserve System Onboarding Support Analyst I/II in Minneapolis, Minnesota

Company

Federal Reserve Bank of Minneapolis

Are you looking for an opportunity to work in a fast-paced customer service environment where you will facilitate the Onboarding of Federal Reserve Financial Service customers across all FedLine access platforms and services?

The Federal Reserve Financial Services (FRFS) Operations Group within the Federal Reserve Banks of Minneapolis, Kansas City and Atlanta seeks a FedLine Onboarding Support Analyst.

As an Onboarding Support Analyst, I/II, you will work collaboratively within a cross site team of seven in supporting our customers throughout onboarding and engaging directly with internal partners to meet customer needs. Additionally, you will have an opportunity to grow your customer service, communication and project management skills while working directly with our customers and a variety of stakeholders across the Federal Reserve System.

This position is eligible for Hybrid work, the schedule is dependent upon the policy of the Federal Reserve Bank in which the position will be offered. Additional details may be discussed during the interview process.

Responsibilities:

  • Advise customers regarding the implementation and use of Federal Reserve products, services, and electronic access platforms.

  • Provide consultative technical support to customers regarding form completion, access setup, device configuration, credential, and server certificate requests.

  • Maintain an advanced working knowledge of Federal Reserve System applications, tools, databases, products, services, operating procedures, and security controls.

  • Facilitate the planning, coordination, and implementation of customer FedLine onboarding projects to include the ordering/installation of network infrastructure components, coordinating testing and production cutover activities.

  • Serve as liaison with business lines and support areas to ensure all aspects of customer’s onboarding electronic connection needs are addressed.

  • Research and respond in a timely manner (within business expectations) to customer requests for information and assistance to include analyzing business needs, identifying opportunities for improvement, and following through to resolution.

  • Identify and escalate complex problems as needed.

  • Escalate advanced customer questions or problems in accordance with defined standards for timeliness, accuracy, and completeness.

  • Assist in the development and maintenance of CCC/CRSO business processes, procedures, and guidelines.

To be considered for the Onboarding Support Analyst I position you must meet one of the education and work experience requirements.

  • Bachelor’s Degree and an internship (not required but desired) where your phone customer service skills grew and were positively enhanced OR

  • Associate degree and two (2) years of full-time work experience. Customer service experience must include phone support OR

  • High School Diploma/ GED and four (4) years of full-time work experience. Customer service experience must include phone support

To be considered for the Onboarding Support Analyst II position you must meet one of the education and work experience requirements.

  • Bachelor’s Degree and three (3) years of full-time work experience. Customer service experience must include phone support OR

  • Associate Degree and five (5) years of full-time work experience. Customer service experience must include phone support OR

  • High School Diploma/ GED and seven (7) years of full-time work experience. Customer service experience must include phone support

In addition to meeting one of the above required education and work experience the following are required at both I and II levels.

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

  • Strong interpersonal skills, including the ability to work effectively in a team environment.

  • Exceptional verbal and written communication as well as presentation skills.

  • Aptitude to understand technical concepts and their business implications.

  • Strong time management skills and ability to multi-task and prioritize work.

  • Demonstrated attention to detail.

  • Strong personal initiative.

  • Demonstrated analytical, organizational, and problem-solving skills as well as ability to manage projects over a long period of time.

Highly Desired for both level I and II:

  • Prior experience in Financial Services preferred.

  • Recent or current experience working in a customer service phone environment for a minimum of six months to one year.

Please Note: This position has additional background screening requirements due to the type of information accessed while performing the job. Details will be provided during offer.

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…

A requirement of this position is that you must be fully vaccinated against COVID-19 and received all approved boosters 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 a medical condition or sincerely held religious belief. 

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 (https://www.minneapolisfed.org/about-us/careers/job-profiles) , we work together to represent you in our economy.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Information Technology

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.

Privacy Notice (https://www.kansascityfed.org/documents/7797/Workday_Privacy_Notice.pdf)

OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government.

OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward.

Why Our People Choose Us:

Our reputation precedes us

There will always be room for personal growth

Our people are first

You’ll find the right balance

Your responsibilities will be meaningful

We hope that you will be our future colleague.

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