17 days old

Customer Support Manager - Stored Value Card (SVC)

Federal Reserve Bank (FRB)
Omaha, NE 68102
  • Job Code


Federal Reserve Bank of Kansas City

Organization Overview:

The Federal Reserve Bank of Kansas City is one of 12 regional Reserve Banks that, along with the Board of Governors in Washington, D.C., make up our nations central bank. The Federal Reserve plays a major role in operating the nations payment system, and additionally serves as a fiscal agent to the U.S. Department of the Treasury (Treasury) to support key payments business lines and programs in partnership with the Treasury.

Federal Reserve Bank of Kansas City is seeking aCustomerSupportManager to supervisea 24/7 call center forthe Stored Value Card (SVC) business linein support of the Department of Treasury.TheSVCoperationreducescash and checks at over 100 military bases and installations in 13 countries (including the U.S.), and on approximately 150 Naval ships. Meeting this global demand requires the deployment of over 8,700 pieces of equipment, including kiosks (cashless ATMs), point-of-sale terminals, laptops, and other related peripherals. TheSVCoperations area provides Treasury 24/7 support.This position is responsible forleading a customersupportteam that provides functional and technical support to SVC customers.

Key Activities:

  • Oversees the establishment and execution of department goals and objectives to support achievement of the Banks strategic plan. Develops tactical plan and ensures all department responsibilities including goals and objectives, budget targets, and performance metrics are met. Ensures staff understand, and remain focused on, department goals and objectives.
  • Recommends disciplinary actions including terminations of employment. Promptly takes action with, and guides supervisors in, identifying and addressing staff performance issues through progressive counseling.
  • Recognizes when cultural shifts are necessary to achieve higher standards of performance and makes recommendations to department officer.
  • Provides direction, feedback, and assesses performance for professional staff and/or other members of management.
  • Celebrates successes and acts to positively influence the Banks culture. Fosters and supports a positive work environment. Addresses interpersonal conflicts and supports others in addressing issues.
  • Works under general direction ofthe SVC Operations Officer.
  • Maybe called upon toleadoperationsintheabsence or in lieu ofthe Operations Officer.
  • Applies in depth and broad knowledge, experience and organizational perspective to resolvecomplex issuesat the Bank or System leveland determines their impact.
  • Impact of decision making includes significant exposure to financial or reputational risk.
  • Supervise a team of customer support specialists providing level one troubleshooting and support for SVC laptops, Point of Sale devices, kiosks, and financially related inquiries
  • Supervise production of scheduled and ad-hoc reports and process production files as required by settlement and accounting processes.
  • Serves as a senior member of the management team participating in customer facing meetings
  • Travel Up to15%; up to 25% if living in Kansas City to support onsite engagement with team members in Omaha.


  • Bachelors degree from an accredited college or university in field or equivalent combination of education and experience.
  • Typically requiressix or more years of related professional work experience, which includes either relevant Bank leadership experience, or equivalent relevant leadership experience in another organization.
  • Demonstrates leadership skills as outlinedby the Banks leadership competencies.
  • Knowledge of budget and accounting principles and systems.
  • Superior problem solving and analytical skills.
  • Accomplished project management skills, to include organization, planning, and execution.
  • Broad knowledge of department, Bank, and/or System operations, regulations, and policies.
  • Strong strategic vision and focus.
  • Highly effective written and verbal communication skills, including the ability to communicate in an articulate manner to a wide range of audiences.
  • Superior customer service and interpersonal skills, including the ability to work effectively in a team environment; motivate and work through others to accomplish tasks; and deal honestly and directly with others.
  • Excellent communication, time management, interpersonal and management skills are a must have.
  • This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
  • United States citizenship is required for this position.
  • Incumbent must be fully vaccinated against COVID-19, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.

Preferred Qualifications:

  • Strong relationship management and collaboration skills
  • Knowledge ofpayment card industry
  • Knowledge of Department of Defense organization and financial management processes
  • Military experience or experience working with military organizations and personnel
  • Experience with call centerprocesses,applications,and tools; Federal Reserve System call center experience particularly desirable.

Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category


Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

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Posted: 2021-09-11 Expires: 2021-10-10
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Sponsored by:
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Customer Support Manager - Stored Value Card (SVC)

Federal Reserve Bank (FRB)
Omaha, NE 68102

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