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SVC Customer Service Representative

Description

Job Summary:


The Federal Reserve Bank of Kansas City is seeking a Customer Service Representative to provide call center support for the Stored Value Card (SVC) business line in support of the Department of Treasury. The SVC operation reduces cash and checks at over 100 military bases and installations in 13 countries (including the U.S.), and on approximately 150 Naval ships. Meeting this global demand requires the deployment of over 8,700 pieces of equipment, including kiosks (cashless ATMs), point-of-sale terminals, laptops, and other related peripherals. The SVC operations area provides Treasury 24/7 support. This position is part of a customer service team that provides functional and technical support to SVC customers. This position provides high quality, professional, and timely customer service to internal and external customers; responds to a variety of business-specific inquiries, issues, and requests via customer service phone line, electronic or standard mail, and/or in person; ensures that issues are escalated properly and addressed in a timely manner; completes ad-hoc, unit-specific assignments.



Key Activities:

  • Provide Level One troubleshooting and support for laptops, Point-of-Sale devices, Kiosks, and financially related inquiries.
  • Perform trouble ticket escalation, as required.
  • Assist with customer questions and problems by troubleshooting hardware and software problems, including (as needed) simulating or recreating problems to resolve operational difficulties.
  • Interact, as needed, with network services and/or software developers to restore service and/or identify and correct problems.
  • Refers more complex problems to Level Two support; follows up to ensure resolution for and communication of a solution to the customer.­ 
  • Works with the second level support function to ensure issues are properly escalated, addressed, and remediated in a timely manner­.
  • Work with customers over the phone and via e-mail to test software for proper operation; document and work to resolve all problems.
  • Recommend quality improvements based on discussions/work with customers.­ 
  • Document customer interactions into a call logging system­.
  • Participate in testing of new applications and processes.­ 
  • Identify when a procedure needs to be updated and inform the operational team; may contribute to making the updates.­ 
  • Identify and recommend updates to the CSR knowledge management tool ­
  • Possess a basic to intermediate understanding of service level agreement metrics­. 
  • Consult with management and notify other SVC staff of customer issues­
  • Apply analytical thinking to provide solutions to customer issues; identify process improvements, update procedures, and collaborate with management­. 
  • Actively convey the voice of the customer to management and peers when feedback or complaints are received.­ 
  • Possess intermediate multi-tasking and analytical skills.­ 
  • Possess basic to intermediate data analytic skills.­ 
  • Maintain problem management database and customer service desk system.­ 
  • Conduct detailed research and analysis.­ 
  • Build and maintain detailed understanding of SVC business at a level appropriate to provide a high level of support to internal and external customers.­ 

Requirements

Qualifications:


  • Associate’s degree from a two-year college or technical school, or equivalent experience required­ 
  • One to three years of call center or help desk experience required­ 
  • One to three years of experience with FR or similar general industry payment system electronic access products and services preferred ­
  • Demonstrated leadership skills­ 
  • Strong analytical, multitasking, and time management skills­ 
  • Technical aptitude and knowledge of technology used in kiosks, point of sale devices, laptops, and other equipment and associated software used by SVC customers preferred­ 
  • Intermediate troubleshooting and problem solving skills­ 
  • Intermediate - Advanced typing skills­ 
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience­ 
  • Strong verbal communication skills­ 
  • Good multi-tasking and time management skills­ 
  • United States citizenship or lawful permanent resident alien status is required for this position.

Preferred requirements:

  • Customer Service Professional or Advance Customer Service Professional program certification
  • Knowledge of payment card industry
  • Knowledge of Department of Defense organization and financial management processes
  • Military experience or experience working with military organizations and personnel
  • Experience with call center applications and tools 

Follow us on LinkedIn, Twitter, and our YouTube channel - Kansas City Fed.

The Federal Reserve Bank of Kansas City is an equal opportunity employer.  As such, the Bank recruits, hires, trains, and promotes individuals without regard to race, color, religion, sex, national origin, age, disability and/or sexual orientation.

Job Snapshot

Location US-NE-Omaha
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Customer Service
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Company Overview

Federal Reserve Bank of Kansas City

The Federal Reserve Bank of Kansas City is one of 12 Reserve Banks that, together with the Board of Governors in Washington, D.C., make up the Federal Reserve System. The Tenth Federal Reserve District includes Colorado, Kansas, Nebraska, Oklahoma, Wyoming, and portions of western Missouri and northern New Mexico. Our offices are in Kansas City, Denver, Oklahoma City and Omaha. Learn More

Contact Information

US-NE-Omaha
Snapshot
Federal Reserve Bank of Kansas City
Company:
US-NE-Omaha
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Customer Service
Store Type:

Description

Job Summary:


The Federal Reserve Bank of Kansas City is seeking a Customer Service Representative to provide call center support for the Stored Value Card (SVC) business line in support of the Department of Treasury. The SVC operation reduces cash and checks at over 100 military bases and installations in 13 countries (including the U.S.), and on approximately 150 Naval ships. Meeting this global demand requires the deployment of over 8,700 pieces of equipment, including kiosks (cashless ATMs), point-of-sale terminals, laptops, and other related peripherals. The SVC operations area provides Treasury 24/7 support. This position is part of a customer service team that provides functional and technical support to SVC customers. This position provides high quality, professional, and timely customer service to internal and external customers; responds to a variety of business-specific inquiries, issues, and requests via customer service phone line, electronic or standard mail, and/or in person; ensures that issues are escalated properly and addressed in a timely manner; completes ad-hoc, unit-specific assignments.



Key Activities:

  • Provide Level One troubleshooting and support for laptops, Point-of-Sale devices, Kiosks, and financially related inquiries.
  • Perform trouble ticket escalation, as required.
  • Assist with customer questions and problems by troubleshooting hardware and software problems, including (as needed) simulating or recreating problems to resolve operational difficulties.
  • Interact, as needed, with network services and/or software developers to restore service and/or identify and correct problems.
  • Refers more complex problems to Level Two support; follows up to ensure resolution for and communication of a solution to the customer.­ 
  • Works with the second level support function to ensure issues are properly escalated, addressed, and remediated in a timely manner­.
  • Work with customers over the phone and via e-mail to test software for proper operation; document and work to resolve all problems.
  • Recommend quality improvements based on discussions/work with customers.­ 
  • Document customer interactions into a call logging system­.
  • Participate in testing of new applications and processes.­ 
  • Identify when a procedure needs to be updated and inform the operational team; may contribute to making the updates.­ 
  • Identify and recommend updates to the CSR knowledge management tool ­
  • Possess a basic to intermediate understanding of service level agreement metrics­. 
  • Consult with management and notify other SVC staff of customer issues­
  • Apply analytical thinking to provide solutions to customer issues; identify process improvements, update procedures, and collaborate with management­. 
  • Actively convey the voice of the customer to management and peers when feedback or complaints are received.­ 
  • Possess intermediate multi-tasking and analytical skills.­ 
  • Possess basic to intermediate data analytic skills.­ 
  • Maintain problem management database and customer service desk system.­ 
  • Conduct detailed research and analysis.­ 
  • Build and maintain detailed understanding of SVC business at a level appropriate to provide a high level of support to internal and external customers.­ 

Requirements

Qualifications:


  • Associate’s degree from a two-year college or technical school, or equivalent experience required­ 
  • One to three years of call center or help desk experience required­ 
  • One to three years of experience with FR or similar general industry payment system electronic access products and services preferred ­
  • Demonstrated leadership skills­ 
  • Strong analytical, multitasking, and time management skills­ 
  • Technical aptitude and knowledge of technology used in kiosks, point of sale devices, laptops, and other equipment and associated software used by SVC customers preferred­ 
  • Intermediate troubleshooting and problem solving skills­ 
  • Intermediate - Advanced typing skills­ 
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience­ 
  • Strong verbal communication skills­ 
  • Good multi-tasking and time management skills­ 
  • United States citizenship or lawful permanent resident alien status is required for this position.

Preferred requirements:

  • Customer Service Professional or Advance Customer Service Professional program certification
  • Knowledge of payment card industry
  • Knowledge of Department of Defense organization and financial management processes
  • Military experience or experience working with military organizations and personnel
  • Experience with call center applications and tools 

Follow us on LinkedIn, Twitter, and our YouTube channel - Kansas City Fed.

The Federal Reserve Bank of Kansas City is an equal opportunity employer.  As such, the Bank recruits, hires, trains, and promotes individuals without regard to race, color, religion, sex, national origin, age, disability and/or sexual orientation.

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SVC Customer Service Representative Apply now