Vacancy expired!
Company Federal Reserve Bank of Atlanta
Job Description SummaryAs an employee of the Atlanta Fed, you will help support our mission of promoting the stability and efficiency of the U.S. economy and financial system. Your work will affect the economy of the Southeast, the United States, and the world. The work we do here is important, and how we do it is just as important as what we do. We live our values of integrity, excellence, and respect every day. We do the right thing, we do things right, and we treat people right. A career at the Federal Reserve Bank of Atlanta gives you the chance to do work that touches lives and helps communities prosper.A requirement of this position is that the employee must be fully vaccinated against COVID-19 or qualify for an accommodation from the Bank's vaccination policy. To provide for the health and safety of its employees and support the Bank's mission to the greatest extent possible, the Bank decided to adopt this requirement after careful review of public health information, workforce data, employee feedback, and the Federal Reserve System's pandemic recovery plans. The Bank requires all employees to be vaccinated fully against COVID-19 as a condition of employment. Summary: You will assist Financial Institutions with requests and inquiries relating to processing Image and Data files through the payment processing platforms. Interpret and use prescribed policies and procedures in processing incoming image files and preparing items for release to financial institutions or other Federal Reserve Offices. Train less experienced production staff; recommend and implement improvements to the operation. Be the first contact for system issues and work with next level staff to ensure issues are resolved promptly. You will report to the Business Application Delivery Director. Key Responsibilities:- Responds to inquiries from Financial Institutions and government agencies using the clearing house services of the Federal Reserve System regarding the processing, clearing, and settlement of electronic and paper checks, electronic check files, Automated Clearing House (ACH) transactions and files, and post-processing Adjustment cases for Check Services. Remains in an automated telephone queue for the majority of working hours and is available to answer calls about processing, research, and operational issues. Also responds to e-mail requests.
- Accurately, correctly, and thoroughly resolves most inquiries and requests on first call. Identifies resources that need to be engaged to provide the best solution or the most complete information. Correctly identifies calls relating to issues outside of Check and ACH processing that need to be transferred to other areas.
- Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines. Researches the status of files, payments, and adjustment cases in response to customer requests.
- Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy. These include day one and day two system operations management of ACH, Check, and other payment applications; Performs commercial and government accounting and settlement, system monitoring, exceptions processing, and workflow management; Executes and completes tasks according to detailed operations scripts; Escalates payment-related issues to senior staff or management as needed.
- Assists in updating administrative reports and operational logs, including content and layout.
- Utilizes system monitoring tools to ensure payment processing platforms are processing according to required performance metrics.
- Works with the System Level Support Team to open tickets when necessary to resolve or escalate platform/system issues. Researches error messages on mainframe and distributed systems.
- Assigned to work groups and project teams assisting with the training requirements and testing for new software and hardware conversions; Assists with training and development of less experienced staff; Utilizes technical and problem solving skills to identify issues, analyzes potential causes, and creates a resolution. Provides backup support to daily operations and other areas as needed.
- Uses customer support tools to log, track, and monitor customer calls. Assists customers with questions regarding policies and procedures; Handles most complex issues and customer problems; Participates in work group assignments as needed. Processes, verifies, balances and prepares reports of transactions, updates and maintains databases.
- High School Diploma or GED; Associate's Degree or 2 years equivalent experience preferred
- 5+ years preferred
- Workflow
- Organizational Skills
- Problem Solving
- Microsoft Word
- Microsoft Excel
- Customer Support / Good Customer Service Skills
- Multi-tasking/Analytical/ Communication Skills
- Customer Relationship Management software (for example, Salesforce)
- Technical knowledge and experience with business systems, business area specific hardware and software
- Comprehensive healthcare options (Medical, Dental, and Vision)
- 401K match, and a fully funded pension plan
- Paid vacation and holidays; flexible work environment
- Generously subsidized public transportation
- Annual tuition reimbursement
- Professional development programs, training and conferences
- And more
- ID: #41369102
- State: Missouri Kansas city 64101 Kansas city USA
- City: Kansas city
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-05-22
- Deadline: 2022-07-20
- Category: Customer service