Customer Support Coordinator (Financial Services)

About the role

The Federal Reserve Bank of Kansas City is seeking a Customer Support Coordinator to provide front‑line assistance to financial institutions using Federal Reserve Financial Services platforms. This on‑site position works within the FRFS Enterprise, supporting both external and internal customers during the 7 am‑7 pm CST shift, Monday through Friday.

Key responsibilities

• Respond to routine service requests received via phone, email, fax, and paper mail, using a variety of applications, tools, and databases.
• Process user security requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications.
• Escalate complex inquiries and issues to senior staff or management as appropriate.
• Maintain departmental metrics related to accuracy, timeliness, and customer satisfaction.
• Provide support to both external financial institutions and internal Federal Reserve departments.

Required profile

• Strong customer service and problem‑solving abilities.
• Ability to work assigned shifts within the 7 am‑7 pm CST window.
• Excellent communication skills across multiple channels.
• Willingness to work on‑site at the Kansas City or Minneapolis locations.
• Flexibility to handle overtime on short notice.

Required skills