Customer Support Specialist I/II

Federal Reserve Board

. Provide customer service and problem-solving support to financial institutions using Federal Reserve Financial Services platforms .

Posted 10/7/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and problem-solving capabilities while effectively managing user security requests and maintaining knowledge of Federal Reserve applications and services. Proficient in navigating multiple applications and ensuring compliance with operating procedures in a fast-paced environment.

Highest-signal resume keywords

Customer ServiceProblem-SolvingData EntryMicrosoft Office ApplicationsInterpersonal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Security RequestsBackend Application UpdatesAuthorization Due DiligenceService Request ResolutionBusiness Continuity Testing

Soft Skills

Attention to DetailAdaptabilityFlexibilityActive ListeningTime Management

Tools & Technologies

Federal Reserve Financial Services PlatformsWeb-Based ApplicationsEmail Systems

Industry Keywords

Financial InstitutionsOperating ProceduresService LevelsQuality Standards

About the role

Key responsibilities & impact

Provide customer service and problem-solving support to financial institutions using Federal Reserve Financial Services platforms
Respond to and resolve routine service requests from external and internal customers through phone, email, fax, paper mail, and other channels
Escalate complex inquiries and issues to experienced staff or management
Process user security requests to establish, modify, or discontinue access to Federal Reserve services and internal business applications
Verify access-request accuracy and documentation, conduct authorization due diligence, assess customer eligibility, and complete backend application updates
Document customer interactions in applicable systems according to established procedures
Coordinate with Reserve Bank operating departments and business lines
Follow up on issues requiring additional research and escalate critical incidents, access violations, and potentially fraudulent activity
Advise customers on implementing Federal Reserve products, services, and electronic access platforms
Participate in business continuity testing and QA or production testing for software enhancements and releases
Maintain knowledge of Federal Reserve applications, tools, databases, products, services, operating procedures, and security controls
Map user credentials and server certificates

Requirements

What you’ll need

Typically requires a high school diploma or GED
Typically requires at least one year of experience in customer service, operations and/or related area
Four years of experience required for level II
Demonstrated ability to interface with customers and resolve routine issues
Ability to follow and explain operating policies and procedures
Ability to achieve service levels while meeting high productivity and quality standards
Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast-paced environment
Proficient computer skills, including data entry and navigating multiple applications concurrently
Experience with Microsoft Office applications, Internet and web-based applications, and e-mail systems
Strong customer service, problem-solving, adaptability, flexibility, attention to detail, interpersonal, verbal and written communication, active listening, and time management skills
Must reside within a reasonable commuting distance defined by the employing Reserve Bank
Must work full-time onsite; not eligible for remote work
Must be available to work an assigned 8-hour shift between 7:00 a.m. and 7:00 p.m. EST
Overtime may be required on short notice

Benefits

Comp & perks

Comprehensive healthcare options (Medical, Dental, and Vision)
401K match
Fully funded pension plan
Paid vacation and holidays
Flexible work environment
Generously subsidized public transportation
Education Assistance Program
Professional development programs, training and conferences