Financial Services Enterprise Customer Support Specialist I/II

About the role

The Federal Reserve Financial Services Enterprise is seeking a Customer Support Specialist to provide superior service to financial institutions using FedLine®, Fedwire®, and other Fed services. The role works a day shift of 8 hours between 7:00 am‑7:00 pm EST, primarily onsite.

Key responsibilities

• Respond to and resolve routine service requests from external and internal customers via phone, email, fax, and mail.
• Process user security requests to establish, modify, or discontinue access to Federal Reserve services, ensuring strict adherence to security controls.
• Escalate complex inquiries, access violations, or potential fraud to senior staff or management.
• Advise customers on implementation of Federal Reserve products and electronic access platforms.
• Participate in business continuity, QA, and production testing for new software enhancements.

Required profile

• High school diploma or GED; at least one year of customer service or operations experience (four years for Level II).
• Strong problem‑solving, communication, and time‑management abilities.
• Ability to work quickly in a dynamic, fast‑paced environment and adjust to changing technologies.

Required skills

• Proficiency with Microsoft Office applications.
• Experience navigating multiple web‑based and email applications concurrently.

What we offer

• Comprehensive healthcare (medical, dental, vision).
• 401(k) match and fully funded pension plan.
• Paid vacation, holidays, and flexible work environment.
• Subsidized public transportation, education assistance, and professional development programs.