Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This position is a unique opportunity to be part of the mission-critical FedNow initiative, transforming the payments landscape in the United States. The selected candidate will provide expert guidance and technical support to clients and internal teams on all FedNow-related issues, perform critical operational activities, and drive operational efficiencies through process creation, standardization, and automation.

Responsibilities

Demonstrate expertise of the FedNow Service & stay up to date on all the latest releases and development
Influence the Product roadmap by possessing an in-depth knowledge of Operations and our Customer needs
Independently identify gaps within the FedNow ecosystem and proactively create solutions
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 compliance inquiries for audits
Interview, develop, train and mentor new members of the team and provide ongoing training 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
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 to the FedNow service
Consult on and perform periodic reviews and updates for publicly available Federal Reserve documentation
Drive and test automation ideas to support improving the customer experience and the FedNow Service
Perform complex assignments while working independently with minimal to no guidance
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 on efficiency opportunities
Support a culture of continuous improvement by providing performance feedback for team members
Promote a psychologically safe environment through compassionate leadership
Present to all levels of leadership, partner teams and external customers

Requirements

Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience
Experience working within 24x7 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 high growth-mindset
All employees assigned to this position will be at least once every five years be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks
Offer of employment is contingent upon successfully passing a two-phase security screening
Resided in the United States for at least three (3) years

Skills

FedNow Service expertise
ISO20022 messages expertise
ITIL certification
ServiceNow or similar tools expertise
Application monitoring tools expertise
Support operations spanning multiple contact channels expertise
Support operations for a cloud-based service expertise

Location

Boston
Atlanta
New York
San Francisco

Work Type

Full-time
Onsite

Experience Level

Specialist
Senior Analyst

Education Level

Bachelor's degree

Salary/Compensations

$120,600 - $181,000 (FNOC Specialist)
$105,000 - 158,400 (Sr Analyst)

About the Company

Federal 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), FedCash®1, 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.

Equal Opportunity

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