IAM Customer Support Coordinator

IAM Customer Support Coordinator

You’ll play a key role, collaborating with leading tech professionals to strengthen and protect economic, financial and payments systems. We invest in contemporary and emerging technology each year to support the economy, and we’re building a dynamic and diverse team for our future.

Key Activities

• Provides accurate, professional, and timely customer service/support to a variety of internal and/or external customers.
• Contributes to meeting or exceeding department and unit metrics related to accuracy, timeliness, and customer satisfaction.
• Adheres to established SOPs and/or checklists when handling requests from internal and/or external customers. Ensures sensitive information is secured and only shared with authorized contacts.
• Verifies accuracy of requests and conducts due diligence when handling a variety of customer/business-specific requests. Due diligence may include assessing customer eligibility, verifying authorized signatures, coordinating with other departments/business lines/Districts, and/or conducting additional research for customer requests.
• Follows information security controls when performing credentialing/setting up of products, services, and/or applications for external/internal users; modifying/discontinuing accesses; communicating access instructions to users; mapping user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
• Monitors inventory and completes daily accounting activities to reflect inventory levels. Processes accounting entries to related Banks. Works with management to investigate and resolve discrepancies and assists in the receipt and validation of new device inventory shipments.
• Identifies and escalates time critical issues to senior staff members or management as appropriate.
• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution. Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.
• Reviews, recommends, and/or implements changes to procedures, processes, and/or checklists to improve operational efficiencies.

Qualifications

• Typically requires 0-3 years of relevant experience.
• High School education or GED.

Additional Information

How We Work (HWW):

• On-site: 5 days per month work from home flexibility
• Location: Kansas City, MO
• Remote Eligible: No

Screening

• US Citizens or Green Card holders and Permanent Residents with at least 3 years of residency.
• 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.