Federal Reserve Bank Treas Svcs Call Ctr Agent II in Dallas, Texas

/The Federal Reserve Bank of Dallas believes in the diversity of our people, ideas and experiences, and we are committed to building an inclusive culture that is representative of the communities we serve./

ORGANIZATION/POSITION SUMMARY:

As part of the nation’s central bank, the Federal Reserve Bank of Dallas is committed to strengthening the economy and our communities. At the Fed, you have the opportunity to become part of an important public service institution whose work touches lives across the globe. It’s a big job and that’s why we need talented, results-driven professionals who care about making a difference.

The/Treasury Services Call Agent/position handles direct deposit requests from federal benefit recipients for the Go Direct and Direct Express Programs primarily through incoming telephone calls using a web-based enrollment form created especially for the Go Direct program. The Call Agent operates in a team environment with a supervisor and team leads.

RESPONSIBILITIES:

  • Communicates with customers using computer and telecommunications technology to record customer information and respond to general inquiries.

  • Provides prompt, courteous, personalized, and attentive service to all customers.

  • Enrolls benefit recipients professionally, expeditiously and accurately.

  • Identifies, documents , investigates, and resolves unique issues in a resourceful and independent manner on behalf of the customer.

  • P roactively suggests process improvements that would enhance customer service and/or improve internal efficiency.

  • Uses Web-based applications to complete transactions.

  • Actively participates in training and team meetings.

  • Complies fully with all applicable information Security guidelines, and Treasury guidelines and procedures.

    REQUIREMENTS:

  • Customer relations skills, including the ability to remain composed and patient with customers.

  • Active listening skills, which will lead to better understanding of others, and problem resolution.

  • Oral and written communication skills.

  • Organizational and time management skills to meet performance goals and objectives to help keep the Call Center operating efficiently and effectively.

  • Familiarity with call center technology and operations.

  • Experience working in a team environment where ideas and suggestions are welcomed and encouraged.

  • Ability to interpret and ensure consistent application of policies and procedures.

  • Microsoft Office and Web-based applications skills.

    Key Competencies:

  • */Customer Focus/ *- Gains insight into customer needs, identifies opportunities that benefit the customer.

  • /Ensures Accountability/- Acts with a clear sense of ownership, holds self accountable to meet commitments, and ensures compliance with policies and procedures.

  • /Drives Results/– Pushes self and helps others achieve results.

  • /Collaborates/- Works cooperatively with others across the organization to achieve shared objectives

  • /Demonstrates Self-Awareness//-/Seeks and acts on feedback, willingly admits and takes responsibility for mistakes and shortcomings, and gains insight from experiences

  • /Self-development/– Shows personal commitment and takes action to continuously improve, makes the most of available development resources.

  • /Manages Complexity/– Asks the right questions to accurately analyze situations, uncovers root causes to difficult problems.

  • /Communicates Effectively/- Effective in a variety of communication settings: one-on-one, small and large groups, attentively listens to others.

  • /Instills Trust//-/Models/reliability and g/ains the confidence and trust of others through honesty, integrity, authenticity and honoring commitments

    EDUCATION AND EXPERIENCE:

  • High School Diploma required

  • Requires a minimum of one - two years’ experience in a related job,similarcall center operations experience preferred

  • Equivalent education and/or experience may be substituted for any of the above

    WORK HOURS AND CONDITIONS:

  • Ability to work any shift (and overtime if needed) in order to provide coverage to the Contact Center from 7AM to 7PM

  • Occasional work during evening hours and on weekends may be necessary depending on workload

    NOTES:

  • T his position may be filled at a Call Agent I or Call Agent II level based upon experience.

  • By federal law, this position requires that candidates fall within one of the following citizenship categories: (1) U.S. citizen, (2) U.S. national, (3) U.S. permanent residents who are not yet eligible to apply for naturalization, or (4) U.S. permanent residents who have applied for naturalization within six months of being eligible to do so.

    */ We are proud to be an equal opportunity employer/*

Organization: *Federal Reserve Bank of Dallas

Title: Treas Svcs Call Ctr Agent II

Location: TX-Dallas

Requisition ID: 255549