Job Description
At careerzynith, we're committed to delivering exceptional customer experiences and fostering a culture of innovation and collaboration. As a key member of our team, you'll play a vital role in supporting our Federal Program Agency (FPA) customers and supplier customers who rely on our Treasury applications. If you're passionate about providing top-notch customer service, troubleshooting technical issues, and driving process improvements, we want to hear from you!
- *About careerzynith**
As a leading financial institution, careerzynith is dedicated to promoting economic growth and stability in the United States. Our Federal Reserve Bank of St. Louis is a hub for innovation and collaboration, where talented individuals from diverse backgrounds come together to drive progress. We're proud to be ranked as the #2 Top Workplace in the St. Louis Region in 2020 and are committed to building an inclusive workplace where employees' diversity is recognized as a strength.
- *Job Summary**
We're seeking an experienced Customer Service Representative to join our team and provide exceptional support to our customers. As a Customer Service Representative, you'll be responsible for troubleshooting technical issues, providing technical assistance, and supporting annual user access recertification efforts for Treasury applications. If you're a customer-focused individual with excellent communication skills and a passion for problem-solving, we encourage you to apply.
- *Responsibilities**
- Provide customer support using phone and email to resolve technical issues and answer customer inquiries
- Independently respond to and provide technical assistance for incoming inquiries from users of online Treasury applications
- Troubleshoot the source of issues affecting the customer's ability to access the application and respond accordingly
- 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 and analyze results to identify trends and areas for improvement
- Process daily application audit reports and analyze results to identify areas for process improvement
- Collaborate with peers, management, and analysts to develop or change processes to minimize constraints and improve customer experience
- Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text to provide premier customer support
- *Qualifications**
- Bachelor's Degree or commensurate experience
- 2+ years' experience providing customer service support; preferably in a call center
- Knowledge of computer systems, networking, computer components, LAN, browsers, mobile devices, settings, and a comfort level with troubleshooting these topics patiently over the telephone
- Excellent customer service skills required to meet customer service quality measures
- Use analytical skills for troubleshooting and trend analysis
- Experience implementing and improving processes
- Excellent verbal and written communication skills
- Experience effectively training customers or coworkers is recommended
- Bilingual in Spanish is preferred
- Position requires US Citizen or lawful permanent resident with three or more years of US residency
- *Skills and Competencies**
- Analysis Skills
- Annuities
- Business Support
- Call Centers
- Communication Skills
- Computer Networks
- Computer Systems
- Customer Relationship Management (CRM) Systems
- Customer Service Evaluation
- Customer Support/Service
- Customer Training
- Diversity
- Documentation
- Employee Retention
- Federal Government
- Identify Issues
- Local Area Network (LAN)
- Mobile Devices
- Multilingual
- Presentation/Verbal Skills
- Problem Solving Skills
- Process Improvement
- Quality Metrics
- Retirement Funds
- Spanish Language
- Technical Support
- Treasury
- Trend Analysis
- United States Citizen
- Web Browsers
- Writing Skills
- *Total Rewards**
At careerzynith, we're committed to providing a comprehensive benefits package that supports your health, wealth, and life. Our Total Rewards program includes:
- Competitive salary: $46,400-$58,000
- Paid time off
- Tuition & Training assistance/reimbursement
- 401(k) match & Annuity/Pension fund
- Top-notch health care benefits
- Child and family care leave
- Professional development opportunities
- And more...
- *Work Environment and Culture**
Our Federal Reserve Bank of St. Louis is a dynamic and inclusive workplace where employees' diversity is recognized as a strength. We're committed to building a culture of innovation, collaboration, and customer focus. Our team is passionate about delivering exceptional customer experiences and driving process improvements.
- *How to Apply**
If you're a motivated and customer-focused individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity. Please visit our Careers Site to learn more about our company culture and to submit your application.
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- *Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer committed to building an inclusive workplace where employees' diversity is recognized as a strength. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
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