Job Description:

The St Louis Fed is one of 12 Reserve Banks serving all or parts of Missouri, Illinois, Indiana, Kentucky, Tennessee, Mississippi and Arkansas with branches in Little Rock, Louisville and Memphis. The St. Louis Fed's most essential responsibilities include: promoting stable prices and economic growth, fostering a sound financial system, providing payment services to financial institutions, supporting the U.S. Treasury's financial operations, and advancing economic education, community development and fair access to credit.

Overview

We are looking for a Part-Time Customer Service Representative to support our Federal Program Agency (FPA) customers and supplier customers who use the Internet to access several Treasury applications. As our Customer Service Representative you will report to a manager and assist users with troubleshooting issues that are preventing them from accessing the site and obtaining expected results. The Representative will also provide support for granting access to the applications once the required documentation is received.

Work location may be at our STL Downtown, or Offsite location. Although, the TSC is open from 6am - 7pm and hours may vary depending on business need, this Part-Time position will work 1:30pm-5:30pm CT Monday through Friday.

NOTE: During the first 90 days of training, work schedule is normally 5 days per week with an 8am start time. Option for Remote Work may be considered if candidate meets certain criteria.

Responsibilities

• Provide Customer Support using phone and email
• Independently respond to and troubleshoot incoming inquiries from users of online Treasury applications
• Provide password reset assistance to customers
• Provide technical solutions for web browsers
• Troubleshoot the source of issues affecting the customer's ability to access the application and respond accordingly
• Learn the basics of Treasury business lines and the applications that support those services, including functions, reports, and help text of the applications to provide premier customer support
• Use customer relationship management tools to document the problems and resolution of each contact
• Support annual user access recertification efforts for Treasury applications
• Decipher diagnostic reports
• Process daily application audit reports and analyze results
• Analyze existing procedures to identify constraints, and can work with peers, management, and analysts to develop or change processes to minimize constraints

Qualifications

• Bachelor's Degree or commensurate experience
• 2+ years' experience providing customer service support; preferably in a call center
• Understanding of IE browsers; including browser settings and options
• Understanding of Windows-based environments, and familiarity with operating systems and settings
• Excellent customer service skills required to meet customer service quality measures
• Use thoughtful reasoning for troubleshooting and trend analysis
• Experience implementing and improving processes
• Excellent verbal and written communication skills
• Experience training customers or coworkers is recommended
• Bilingual in Spanish helpful
• Position requires US Citizen or lawful permanent resident with three or more years of US residency

Benefits

Our organization offers benefits that are the best fit for you at every stage of your career:

• Pension plan, 401K, Comprehensive Insurance Plans, Tuition Reimbursement Program, Onsite Wellness & Fitness Center, Backup Dependent Care (Child & Adult), and more

Ranked as a Top Workplace, the Federal Reserve Bank of St Louis is committed to building an inclusive workplace, where employees' diversity-in age, gender, race and ethnicity, sexual orientation, gender identity or expression, disability, and cultural traditions, religion, life experiences, education and socioeconomic backgrounds-are recognized as a strength. Embracing our diversity encourages employees to bring their valued perspectives to the table when generating ideas and solving problems, and promotes an environment where innovation and excellence grow. Learn more about the Bank and its culture; check out our Careers Site .

The Federal Reserve Bank of St Louis is an Equal Opportunity Employer.

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