Customer Support Coordinator

Combined Key Activities:

• Provides accurate, professional, and timely customer service/support to a variety of internal and/or external customers.
• Contributes to meeting or exceeding department and unit metrics related to accuracy, timeliness, and customer satisfaction
• Adheres to established SOPs and/or checklists when handling requests from internal and/or external customers. Ensures sensitive information is secured and only shared with authorized contacts.
• Verifies accuracy of requests and conducts due diligence when handling a variety of customer/business-specific requests. Due diligence may include assessing customer eligibility, verifying authorized signatures, coordinating with other departments/business lines/Districts, and/or conducting additional research for customer requests.
• Follows information security controls when performing credentialing/setting up of Federal Reserve products, services, and/or applications for external/internal users; modifying/discontinuing accesses; communicating access instructions to users; mapping user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
• Monitors inventory and completes daily accounting activities to reflect inventory levels. Processes accounting entries to other Reserve Banks. Works with management to investigate and resolve discrepancies and assists in the receipt and validation of new device inventory shipments.
• Identifies and escalates time critical issues to senior staff members or management as appropriate.
• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution. Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.
• Reviews, recommends, and/or implements changes to procedures, processes, and/or checklists to improve operational efficiencies.

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Key Activities:

• Provides superior customer service to external customers and internal by independently responding to and resolving routine service requests received via multiple channels (i.e., workflow system, phone, email, etc..) using a variety of applications, tools, databases, and other resources.
• Ensures that complex inquiries and issues are escalated to more experienced staff or management as appropriate. Similar to
• Contributes to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications using multiple electronic access platforms by adhering to strict security controls and procedures.
• Verifies accuracy of access requests and associated documentation; conducts due diligence to verify authorization; assesses customer eligibility; completes required backend application updates and documents customer interactions into applicable systems following established procedures. Similar to
• Coordinates with other Reserve Bank operating departments and business lines as appropriate; follows up on issues requiring additional research and escalates critical incidents such as access violations and potentially fraudulent activity.
• Advises customers regarding the implementation of Federal Reserve products and services and electronic access platforms.
• May participate in business continuity testing as well as QA or Production testing for new software enhancements and releases on distributed and/or enterprise applications.
• Maintains a general knowledge and keeps abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls, which change frequently.

Key Activities:

• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution. Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.
• Maintains a steady stream of production focused on an operational queue to meet the demands of internal customers of the Federal Reserve.