Escalations Specialist Jobs in Decatur, GA (NOW HIRING)

CompanyFederal Reserve Bank of BostonFederal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine Solutions, Fedwire Funds and Securities, the National Settlement Service (NSS), FedCash1, FedACH, Check Services, and the FedNow Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.
The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.
The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States.
The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite.
The following Reserve Bank locations are preferred: Boston, Atlanta, New York, San Francisco

Applicants may be considered at both the Specialist and Senior Analyst level based on experience. The work week for this position is Wednesday through Sunday. Consideration would be given to a Monday - Friday work week at the Specialist level.

Position Contributions -
The FNOC Specialist is an experienced professional who possesses an in-depth knowledge of the role.The Specialist proposes potential solutions, including external practices, they anticipate roadblocks anddrive innovation. The Specialist will interface with those outside their current work stream and engageacross all levels of the program. They will provide expert guidance and technical support to clientsand internal teams on all FedNow-related issues.

In addition, the FNOC Specialist will perform critical operational activities including monitoring, workingwith partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoingoperational tasks for the FedNow Service. Heavy emphasis will be focused on driving operationalefficiencies via process creation, standardization and automation. Provide expert guidance and technicalsupport to clients and internal teams on all FedNow-related issues. The FNOC Specialist willdemonstrate their subject matter expertise by acting as an escalation point for the FNOC team.
What will be expected of you -

Product specialization
Demonstrate expertise of the FedNow Service & stay up to date on all the latestreleases and development
Influence the Product roadmap by possessing an in-depth knowledge of Operationsand our Customer needs
Independently identify gaps within the FedNow ecosystem and proactively createsolutions
Collaborate with cross-functional teams to assess functional needs, identify
vulnerabilities, and drive appropriate solutions internally and externally
Support the customer through FedNow functionality updates
Provide guidance and documentation on frequent internal risk and complianceinquiries for audits

Team support
Interview, develop, train and mentor new members of the team and provide ongoingtraining as needed
Develop and maintain comprehensive documentation for knowledge and
procedures in addition to conducting team trainings
Perform periodic reviews and updates of internal procedures and knowledge
articles

Customer & Operations support

Facilitate high pressure troubleshooting calls with customers on Production issues
Provide guidance to fulfill all Service Requests escalated from Level 1 (L1) support
Articulate FedNow concepts in a clear and concise manner
Support the customer onboarding process for new FedNow customers
Perform verifications, onboarding and maintenance of participant profiles
Execute internal backend tasks for bank mergers and account closures related tothe FedNow service
Consult on and perform periodic reviews and updates for publicly available FederalReserve documentation
Leadership

Drive and test automation ideas to support improving the customer experience andthe FedNow Service
Flexibility to support a growing organization through multiple SME roles
Perform complex assignments while working independently with minimal to noguidance
Create and monitor customer and internal success metrics and KPIs
Provide expert guidance on daily backend operational activities for billing,
accounting and reconciliation
Adopt a continuous improvement mindset by identifying and providing feedback onefficiency opportunities

Promote culture
Support a culture of continuous improvement by providing performance feedbackfor team members
Promote a psychologically safe environment through compassionate leadership
Present to all levels of leadership, partner teams and external customers
Expertise you would bring -
Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant workexperience
Experience working within 24*7 support operations for a large enterprise
Ability to work in a demanding environment and handle multiple competing priorities
Strong analytical and problem-solving skills with demonstrated ability to quickly gather,analyze and synthesize information
Initiative and innovation toward improving customer experience and Operations
Organized and detail-oriented with a love for creating order out of chaos
Motivated, energetic, adaptable team player with intellectual curiosity paired with a highgrowth-mindset
It's added value if you have-
Expertise with ISO20022 messages
ITIL certification
Expertise using ServiceNow or similar tools within a large enterprise
Expertise using Application monitoring tools
Expertise within support operations spanning multiple contact channels
Expertise within support operations for a cloud-based service

The Federal Reserve believes in salary transparency. The final salary and offer will be determined by the applicant's background, skills, internal equity, and alignment with market data. Whether you're developing into the job or are a more seasoned candidate, we aim to pay competitively. The salary range for this position is $120,600 - $181,000. The position and job description posted is for an FNOC Specialist, however, candidates may be considered at the Sr Analyst level based on their experience. The compensation range for Sr Analyst is $105,000 - 158,400. If you reside outside of the 1st District (Boston Fed), you may be hired by your local Federal Reserve District and compensation will follow hiring District's range and policy.

The Federal Reserve Bank of Boston is committed to a diverse and inclusive workplace and toprovide equal employment opportunities to all persons without regard to race, color, religion,national origin, sex, sexual orientation, gender identity, age, genetic information, disability, ormilitary service.

All employees assigned to this position will be subject to FBI fingerprint/ criminal background andPatriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.

For this job, any offer of employment is contingent upon successfully passing a two-phase securityscreening. The first phase consists of the satisfactory completion of a physical examination(including a drug screening), reference checks, and a security investigation consisting of credit andcriminal history checks.

The second phase, which might not be complete until after you begin working at the Reserve Bank,is an additional risk-based security screening determined by the risk rating of the position.Depending upon the sensitivity of the position, this phase may include, and is not limited to, workand residency eligibility verification, and personal interviews with the candidate, references, andprior employers.

All applicants must have resided in the United States for at least three (3) years

Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategoryOperations Family GroupWork ShiftFirst (United States of America)

The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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