Company

　　Federal Reserve Bank of St. Louis

　　Senior Customer Service Representative

　　As our Senior Customer Service Representative, you will support federal program agency (FPA) customers, supplier customers, and financial institution (FI) customers who use the Internet to access several Treasury applications. You will report to a Manager and assist users with issues preventing them from accessing the application and questions regarding the functionality within the application. You also will provide support on granting access to the applications once the required documentation is received. You may work at our offsite location.

　　Handle incoming calls and provide support for enrollment, recertification, operational questions, and first level troubleshooting application access issues.

　　Respond to customer email inquiries, provide support for enrollment, recertification, operational questions, and first level troubleshooting of application access issues.

　　Provision and delete user access for Treasury applications following standard operation procedures.

　　Maintain customer information and issue log within the CRM tool.

　　Review and submit updates for department procedure documents.

　　Support annual user access recertification for Treasury applications including handling inquiries and removing user access at the closer of recertification.

　　Qualifications

　　Bachelor’s Degree or commensurate experience

　　2+ years’ experience providing customer service support; preferably in a call center

　　Understanding of IE browser version 8.0 and above; including browser settings and options

　　Understanding of Windows 7 and newer, and familiarity with operating systems and settings

　　Excellent customer service skills required to meet customer service quality measures

　　Use analytical skills for troubleshooting and trend analysis

　　Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text of the applications to provide premier customer support

　　Experience implementing and improving processes

　　Excellent verbal and written communication skills

　　Experience effectively training customers or coworkers is recommended

　　Bilingual in Spanish helpful

　　Candidates with less experience may be considered at a lower job grade or salary.

　　US Citizen or lawful permanent resident with three or more years of US residency

　　All Federal Reserve Bank of St. Louis employees must be fully vaccinated against COVID-19, including receiving a COVID-19 booster when eligible, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.

　　Total Rewards

　　Bring your passion and expertise, and we'll provide the opportunities that will challenge you and propel your growth—along with a wide range of benefits and perks that support your health, wealth, and life.

　　Salary: $ 56,000 - $ 74,000

　　In addition to a great compensation package, we offer a comprehensive benefits package that all brought together in a flexible work environment where you can find balance:

　　Generous paid time off

　　Tuition & Training assistance/reimbursement

　　401(k) match and Annuity/Pension fund

　　Top-notch health care benefits

　　Child and family care leave

　　Professional development opportunities

　　And more...

　　At the Federal Reserve Bank of St. Louis, we believe the Federal Reserve most effectively serves the American public by building a more diverse and inclusive economy. Our commitment to diversity and inclusion, at all levels of the organization, has been one of our core values for many years and remains strong as we continue enhancing our efforts. Learn more about Bank’s culture (https://www.stlouisfed.org/careers) .

　　The Federal Reserve Bank of St Louis, Missouri, is an Equal Opportunity Employer

　　Full Time / Part Time

　　Full time

　　Regular / Temporary

　　Regular

　　Job Exempt (Yes / No)

　　No

　　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.