Customer Service Representative -Call Center

Federal Reserve Bank (FRB) in; Minneapolis (MN); On-site; USD 43,000 - 55,000; Full time

Job summary

Join a forward-thinking organization dedicated to public service as a Customer Service Representative in a dynamic call center environment. This full-time role offers professional growth opportunities while you assist customers with inquiries about U.S. Treasury financial products. You will handle approximately 60 calls daily, providing detailed, customer-oriented service and striving to exceed performance metrics. Enjoy a supportive work culture that values diversity and inclusion, with comprehensive benefits including healthcare, retirement plans, and professional development programs. If you are passionate about customer service and looking for a rewarding career, this position is perfect for you.

Benefits

Comprehensive Healthcare

401(k) Match

Paid Time Off

Public Transportation Passes

Educational Assistance

On-site Fitness Facilities

Professional Development Programs

Qualifications

• At least one year of related experience in customer service or operations.
• Ability to handle customer interactions and follow policies.

Responsibilities

• Answer incoming calls from customers and advise on U.S. Treasury products.
• Maintain accurate records and documentation while striving to exceed metrics.

Skills

Customer Service

Communication Skills

Problem Solving

Basic Computer Skills

MS Office Proficiency

Education

Associate's Degree in Business

Equivalent Experience in Customer Service

Job description

Customer Service Representative - Call Center (Administrative)

Company

Federal Reserve Bank of Minneapolis

Position Overview

Are you seeking a role that offers professional growth within a fast-paced call center environment in an organization dedicated to public service?

The Federal Reserve Bank of Minneapolis's Treasury Services Department manages U.S. Treasury retail financial products, including Savings Bonds. We are looking for customer-focused individuals with strong communication skills to join our call center team.

In this role, you will handle approximately 60 calls daily, assisting customers with inquiries such as website navigation, bond redemption or reissue following a family member's death, tax documentation, and more. Training and ongoing coaching are provided, and employees are expected to meet various performance metrics including talk time and after-call work.

Work Schedule:

• No nights
• No weekends
• No sales, collections, or cold calls

*Onsite presence is required, with employees expected to work in the office five days a week for meetings and collaboration.*

Responsibilities

• Answer incoming calls from customers, financial institutions, and legal professionals.
• Advise customers on U.S. Treasury financial products, regulations, and forms.
• Support account setup and navigation for U.S. Treasury websites and applications.
• Strive to exceed metrics for accuracy, timeliness, and completeness.
• Provide prompt, detailed, customer-oriented service.
• Act as a customer advocate, reporting areas for improvement.
• Maintain accurate records and documentation.
• Interpret guidelines and regulations, and recommend procedural improvements.

Qualifications

• Associate's degree in business or equivalent experience.
• At least one year of related experience or equivalent education in customer service or operations.
• U.S. citizen or lawful permanent resident with at least three years of legal residency.
• Ability to handle customer interactions, follow policies, solve problems, and meet deadlines.
• Proficiency in basic computer skills and MS Office.

Additional Information

Salary range: $43,900 - $54,870 - $65,800, based on qualifications and experience.

Benefits include:

• Comprehensive healthcare (Medical, Dental, Vision)
• 401(k) match and pension plan
• Paid time off and holidays
• Public transportation passes
• Educational assistance
• On-site fitness facilities
• Professional development programs
• And more...

The Minneapolis Fed values diversity and is committed to providing an inclusive environment. We are an equal opportunity employer.

Employment Details

• Full-time position
• Regular, non-temporary
• Not exempt from overtime
• Job category: Customer Experience Family Group
• Work shift: First (U.S. hours)

The Federal Reserve Banks are committed to equal employment opportunity and an inclusive work environment. Always verify and apply through official channels: Federal Reserve System Careers.