Experienced Customer Service Representative – Treasury Application Support
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.
Apply Job!
**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.
Apply for this job
**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.
Apply Job!
**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.
Apply for this job