This is a 2nd shift role (4pm - 1am ET), Wednesday thru Sunday.
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 FNOC Sr. Analyst will perform critical operational activities including monitoring, working with partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoing operational tasks for the FedNow Service. Heavy emphasis will be focused on identifying opportunities to improve operational efficiency via process standardization and automation. Provide expert guidance and technical support to clients and internal teams on all FedNow-related issues. The Senior Analyst will demonstrate their subject matter expertise by acting as an escalation point to our Level 1 customer support team while fulfilling customer requests.
What will be expected of you –
Develop deep expertise of the FedNow Service & stay up to date on all the latest releases and development
Interview, develop, train, mentor and provide performance feedback for Analysts
Laser focus on a world class, end-to-end customer experience
Facilitate high pressure troubleshooting calls for Production issues
Need to be able to articulate complex technical concepts in a clear and accessible manner
Fulfill all Service Requests escalated from Level 1 (L1) support
Develop and maintain comprehensive documentation for knowledge and procedures
Collaborate with cross-functional teams to assess functional needs, identify vulnerabilities, and recommend appropriate solutions
Develop knowledge documentation, conduct training, and brainstorm automation ideas to support improving the customer experience via Shift Left of work to L1
Flexibility to support a growing organization through multiple roles
Monitor customer success metrics and KPIs
Support the customer through FedNow functionality updates
Support the customer onboarding process for new FedNow customers
Independently identifying gaps and proactively creating solutions
Expertise you would bring –
Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience
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
Organized and detail-oriented with a love for creating order out of chaos
Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset
Additional responsibilities -
Provide feedback in the hiring process of new team members
Provide performance feedback for team members
Perform daily backend operational activities for billing, accounting and reconciliation
Work on frequent internal risk and compliance inquiries for internal audits
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 reviews for publicly available Federal Reserve documentation
Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities
It's added value if you have-
Familiarity with ISO20022 messages
ITIL certification
Experience:
Bachelor's Degree or 4 years equivalent experience; bachelor’s degree preferred
Education:
Bachelor’s degree with 5+ years relevant work experience; or 10+ years relevant work experience
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