Senior/Lead Customer Support Specialist – Payments

About the role

The Federal Reserve Financial Services (FRFS) division is seeking a Senior/Lead Customer Support Specialist to provide advanced support for its suite of payment and check processing products. This senior‑level position works independently, leads complex operational incidents, and serves as a primary point of contact for both internal teams and external financial institutions.

Key responsibilities

• Provide expert‑level troubleshooting for connectivity, payment, and application issues across FedLine®, Fedwire®, FedNow®, FedACH®, and related services.
• Monitor payment processing platforms to ensure inbound files are processed and released according to guidelines.
• Lead incident‑management events, communicate proactively, and coordinate cross‑team resolutions.
• Conduct extensive research on transaction and electronic payment file processing to mitigate risk.
• Maintain and update operational checklists, administrative reports, and knowledge‑base articles.
• Log, track, and monitor customer inquiries using CRM tools, escalating when necessary.

Required profile

• Minimum 5 years of experience in payment systems support or a similar high‑impact operational environment.
• Demonstrated ability to work independently with expert‑level judgment.
• Strong analytical and problem‑solving skills with a customer‑first mindset.
• Excellent written and verbal communication skills for cross‑team collaboration.

Required skills

• Hands‑on experience with Federal Reserve payment products (e.g., FedLine®, Fedwire®, FedNow®).
• Proficiency in using customer relationship management (CRM) tools for incident tracking.
• Knowledge of payment processing workflows and risk mitigation techniques.

What we offer

• Opportunity to work within a mission‑driven central bank environment.
• Career growth and development within a fully integrated financial services organization.
• Collaborative team culture focused on innovation and resilience.