IAM Customer Support Coordinator

EDZ Systems; Kansas City (MO); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Work from home flexibility

Job summary

EDZ Systems in Missouri is seeking a dedicated support professional to strengthen our customer service operations and security controls. You will handle credentialing, access provisioning, and inventory processes while adhering to SOPs and safeguarding sensitive information.

The role involves collaboration with engineers and operations teams to verify requests, perform due diligence, and support testing for system changes, with on-site work and occasional WFH flexibility.

Qualifications

• 0–3 years of relevant experience in customer support or operations.
• High School diploma or GED.
• Ability to follow SOPs and safeguard sensitive information.

Responsibilities

• Provide accurate, professional customer service to internal/external customers.
• Meet or exceed department metrics for accuracy, timeliness, and customer satisfaction.
• Adhere to SOPs; ensure sensitive information is secured.
• Verify requests and perform due diligence across customer requests.
• Follow security controls for provisioning and access management.
• Monitor inventory, process accounting entries, and assist with device shipments.
• Identify and escalate time-critical issues to senior staff.
• Coordinate and complete testing for maintenance and new technology.
• Report outages and support contingency testing.
• Review and improve procedures to boost efficiency.

Skills

Customer service

Due diligence

Information security

Testing coordination

Procedural compliance

Education

High School diploma or GED

Job description

You’ll play a key role, collaborating with leading tech professionals to strengthen and protect economic, financial and payments systems. We invest in contemporary and emerging technology each year to support the economy, and we’re building a dynamic and diverse team for our future.

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 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 related 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.

Qualifications

• Typically requires 0-3 years of relevant experience.
• High School education or GED.

Additional Information

How We Work (HWW):

• On-site: 5 days per month work from home flexibility

Screening

• US Citizens or Green Card holders and Permanent Residents with at least 3 years of residency.
• This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.