Senior Payments Support & Incident Lead

Federal Reserve Bank of New York; Atlanta, Northern (GA, KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Federal Reserve Bank of Kansas City, acting through Federal Reserve Financial Services (FRFS), seeks a Senior Payments Support Center Specialist to provide expert customer support and lead in complex operational situations. This role emphasizes proactive communication, incident handling, and collaboration across FRFS teams nationwide.

The position requires strong customer service, problem-solving, and technical troubleshooting abilities, with preference for candidates holding relevant

Qualifications

• High School Diploma or GED; Associate degree or equivalent education/experience preferred.
• Superior customer service and problem-solving skills to create a positive customer experience.
• Strong interpersonal and written communication skills.
• Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
• Intermediate troubleshooting skills.
• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.

Responsibilities

• Provide advanced troubleshooting for FRFS products and applications, including connectivity, payment processing, and application-specific issues.
• Lead or contribute to projects by providing analysis, requirements review, testing oversight, and validation prior to customer release.
• Serve as a liaison between the Support Center, FRFS Operations, IT, and Product Management.
• Identify and escalate potential cyber events, phishing attempts, or security concerns.

Education

High School Diploma or GED

Associate degree or equivalent education/experience

Tools

A+

CCENT

Microsoft Fundamentals

AAP

APRPP

Faster Payments Certificate Program

National Check Professional

Job description

Federal Reserve Bank of Kansas City, acting through Federal Reserve Financial Services (FRFS), seeks a Senior Payments Support Center Specialist to provide expert customer support and lead in complex operational situations. This role emphasizes proactive communication, incident handling, and collaboration across FRFS teams nationwide.

The position requires strong customer service, problem-solving, and technical troubleshooting abilities, with preference for candidates holding relevant