Senior Payments Support & Incident Lead

Federal Reserve Bank of Kansas City; Kansas City (MO); On-site; USD 80,000 - 110,000; Full time

Job summary

The Senior Payments Support Center Specialist at the Federal Reserve Bank of Kansas City delivers advanced customer support and operational leadership within Federal Reserve Financial Services (FRFS). This role acts as a primary point of contact for complex payment and check processing issues, guiding incident management and cross-functional testing.

On-site, Monday-Friday 6:00am ET-2:30pm ET, you will lead escalation, analyze connectivity and processing inquiries, and collaborate with IT,

Qualifications

• Strong customer service and problem-solving skills to create a positive experience.
• Ability to interpret and apply department policies and procedures.
• Proven written and oral communication abilities.
• Ability to work independently and across multiple Federal Reserve locations.

Responsibilities

• Provide advanced troubleshooting for FRFS products and applications.
• Lead or contribute to projects with analysis, testing oversight, and validation prior to release.
• Act as liaison between Support Center, FRFS Operations, IT, and Product Management.
• Escalate complex technical problems to next-level support as needed.
• Support incident management and cross-team collaboration to resolve issues.

Skills

Customer service

Problem solving

Interpersonal communication

Written communication

Independent work

Team collaboration

Education

A+

CCENT

Microsoft Fundamentals

AAP

APRP

Faster Payments Certificate Program

National Check Professional

Job description

The Senior Payments Support Center Specialist at the Federal Reserve Bank of Kansas City delivers advanced customer support and operational leadership within Federal Reserve Financial Services (FRFS). This role acts as a primary point of contact for complex payment and check processing issues, guiding incident management and cross-functional testing.

On-site, Monday-Friday 6:00am ET-2:30pm ET, you will lead escalation, analyze connectivity and processing inquiries, and collaborate with IT,