Company

Federal Reserve Bank of Kansas City

As a part of the nation's central bank, the Federal Reserve Bank of Kansas City supports a stable financial system. We work across diverse communities throughout our region and nation to foster understanding in our economy, the payments system, and financial institutions for people from all walks of life.

Together, we serve the public and each other in an innovative environment that values the highest ethical standards. Here you'll find support to develop, united in a clear and common purpose with a diverse team.

The Federal Reserve Consumer Help Representative position is part of the Financial Reserve Financial Services Department and is responsible for research and respond to consumer complaints in order to identify appropriate regulators. This work is performed in an operational call center and requires availability to work an 8 hour shift during operations hours (8: 00am-6: 00pm) Monday through Friday, and overtime as deemed necessary to meet service level objectives.

Key Activities:

• Use documented procedures and other resources to research and respond timely and accurately to consumer inquiries and complaints of varying difficulty levels with minimal assistance.

• Gather and review information from multiple documentation sources in order to reach conclusions and route complaints and inquiries to the appropriate regulator.

• Respond to incoming phone inquiries from the general public regarding consumer protection topics and potential consumer complaints and provide appropriate resources or referrals.

• Develop and maintain general knowledge and keep abreast of changes to applicable consumer regulations and policies as well as internal operation procedures, applications, databases and tools.

• Use designated computer applications to document interactions and actions taken for each consumer contact.

• Identify and escalate issues to more experienced staff or management, as appropriate.

• Work both independently and in a team environment by assisting and collaborating with peers in a cross-site, virtual environment.

• Meet baseline Key Performance Indicator (KPI) expectations.

• Participate in application and contingency testing, as directed.

• Complete ad-hoc projects and/or assignments, as directed.

Qualifications:

• Typically requires an Associate’s degree or equivalent combination of education and/or directly related work experience.

• Typically requires no relevant experience

• One to three years’ experience with open-ended customer interactions requiring well-reasoned, independent decisions based on multiple alternatives preferred.

• Strong verbal and written communication skills, including active listening, reading comprehension, accurate spelling and grammar, and articulate speaking and writing.

• Proficiency in computer and keyboarding skills including Microsoft Word, Internet navigation, email and instant messaging programs.

• Ability to navigate within multiple applications concurrently.

• Bi-lingual in Spanish preferred

Additional Information

Locations:

• Hybrid, 50% on-site requirement- Kansas City, MO

• Not eligible for remote work

Salary:

Starting Salary Range: $38, 300-$54, 500

*Final offers are determined by factors including the candidate’s qualifications, internal alignment considerations, district assignment, and geographic location.

Screening:

Certain eligibility requirements apply.

Sponsorship:

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

• Total Rewards & Benefits

• About Us - Diversity, Equity & Inclusion

• Who We Are

• What We Do

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Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Customer Service

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https: //rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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