Federal Reserve Consumer Help Representative

Key Activities:

• Use documented procedures and other resources to research and respond timely and accurately to consumer inquiries and complaints of varying difficulty levels with minimal assistance.

• Gather and review information from multiple documentation sources in order to reach conclusions and route complaints and inquiries to the appropriate regulator.

• Respond to incoming phone inquiries from the general public regarding consumer protection topics and potential consumer complaints and provide appropriate resources or referrals.

• Develop and maintain general knowledge and keep abreast of changes to applicable consumer regulations and policies as well as internal operation procedures, applications, databases and tools.

• Use designated computer applications to document interactions and actions taken for each consumer contact.

• Identify and escalate issues to more experienced staff or management, as appropriate.

• Work both independently and in a team environment by assisting and collaborating with peers in a cross-site, virtual environment.

• Meet baseline Key Performance Indicator (KPI) expectations.

• Participate in application and contingency testing, as directed.

• Complete ad-hoc projects and/or assignments, as directed.

Qualifications:

• Typically requires an Associate's degree or equivalent combination of education and/or directly related work experience.

• Typically requires no relevant experience

• One to three years' experience with open-ended customer interactions requiring well-reasoned, independent decisions based on multiple alternatives preferred.

• Strong verbal and written communication skills, including active listening, reading comprehension, accurate spelling and grammar, and articulate speaking and writing.

• Proficiency in computer and keyboarding skills including Microsoft Word, Internet navigation, email and instant messaging programs.

• Ability to navigate within multiple applications concurrently.

• Bi-lingual in Spanish preferred

Additional Information

Locations:

• Hybrid, 50% on-site requirement- Kansas City, MO

• Not eligible for remote work

Salary:

Starting Salary Range: $38,300-$54,500

*Final offers are determined by factors including the candidate's qualifications, internal alignment considerations, district assignment, and geographic location.

Screening:

Certain eligibility requirements apply.

Sponsorship:

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

• Total Rewards & Benefits

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