Customer Support Specialist – Payments Services

About the role

The Federal Reserve Financial Services (FRFS) team is looking for a Customer Support Specialist to join its 24/7/365 payment processing operation. You will act as the first point of contact for financial institutions using FedLine® Solutions, Fedwire®, FedNow®, and related services, ensuring smooth transaction processing and excellent client experiences.

Key responsibilities

• Provide tier‑1 support for FRFS products, troubleshooting connectivity, payment, and application issues.
• Monitor payment processing platforms, verify inbound file processing, and release files according to guidelines.
• Conduct detailed research on transaction and electronic payment file processing to mitigate risk.
• Maintain and update administrative reports, operational checklists, knowledge‑base articles, and assist with VPN installations.
• Log, track, and monitor customer inquiries using CRM tools, escalating complex technical problems as needed.
• Collaborate with fellow support specialists to ensure consistent service delivery.

Required profile

• High School Diploma or GED; Associate degree preferred.
• Strong customer‑first mindset with excellent communication and teamwork skills.
• Ability to perform thorough research and deliver accurate solutions.

Required skills

• Experience with VPN configuration and troubleshooting.
• Proficiency using Customer Relationship Management (CRM) tools.

What we offer

• Competitive benefits and opportunities for career growth within a central‑bank environment.
• Training on Federal Reserve payment systems and emerging instant‑payment technologies.