Federal Reserve Bank Customer Relations Rep in Dallas, Texas
JOB SUMMARY Serves as an intermediary between technology service providers (local, national, and external vendors) and their customers to define expectations, supply product deliverables, and ensure effective customer relations. Understands and describes the full array of FRS IT services that are offered locally and nationally, and coordinates these services to the needs of business areas. Ensures requests for FRS IT services are effectively communicated, tracked, reported, and escalated. Ensures planned activities by FRS IT service providers are effectively communicated to District customers. Serves as customer advocate while engaging local and national technology service providers.
Builds and fosters strong partnerships between FRS IT service providers and their customers by understanding the IT service needs, priorities and concerns of business areas. Advises business areas on the use of local and national IT services, and communicates plans of local and national IT service providers.
Collaborates with local and national FRS IT service providers to understand their processes, product and service offerings, and service targets and commitments. Understands planned IT activities and how they impact local customers and is able to explain customer needs, problems, and concerns to FRS IT service providers and escalate customer issues, as appropriate.
Coordinates customer involvement in the deployment of new IT technologies and national and local IT initiatives.
Solicits, tracks and reports on customer satisfaction feedback and performance against Service Level Agreements (SLAs). Identifies and facilitates process improvements to IT service performance.
Coordinates the development and maintenance of Service Level Agreements (SLA) and Standard Service Offerings (SSOs) between the Bank’s business areas and FRS IT service providers.
Develops and manages multiple client relationships and proactively manages customer expectations.
Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.
Demonstrated experience providing guidance to customers for requesting and acquiring services appropriate to their business needs. .
Demonstrated experiences as a customer advocate that establishes and fosters successful relationships with customers.
Strong presentations and negotiation skills
Strong interpersonal and communications (verbal and written) skills with the proven ability to effectively communicate with both technical and non-technical audiences at various levels within the organization.
Proven ability to quickly learn and accurately understand customer needs, priorities and concerns and provider products and services.
Effective problem solving skills.
Knowledge, Skills and Abilities
Ability to influence and maintain an environment where team members are committed to providing exceptional, value-added service to business customers.
Demonstrated ability to influence business owners and IT service providers to make effective business decisions.
Effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems and making decisions in a disciplined and systematic fashion.
Demonstrated ability to identify, facilitate, and contribute to process improvement opportunities.
Management and motivational skills to coordinate activities across teams and achieve successful results without having direct authority over team members.
Ability to adapt approaches to meet the needs of the situation.
Ability to work effectively independently or as part of a team. Technical Knowledge, Skills and Abilities:
ITIL V3 Foundation certification or demonstrated knowledge of ITIL standards and principles of service delivery a plus.
Ability to be a self-starter with initiative, follow through, and ability to work independently to complete assignments with tight deadlines.
Education and Experience:
Bachelor’s degree in Management, Operations Management, Computer Science, Information Systems or related area of study strongly preferred.
Minimum three years of experience serving as a customer advocate and/or liaison between business areas and their service providers. Experience working with technology products and/or services is preferred.
Equivalent education and/or experience in a similar position may be substituted.
Work Hours and Conditions:
8:00 a.m. to 5:00 p.m., Monday through Friday. Overtime as required by project schedules or management.
1). 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.
2.) This position can be filled at various levels based on candidate’s experience and departmental needs.
3.) The candidate selected will be required to pass a background and credit check.
/We are proud to be an equal opportunity employer/
Organization: *Federal Reserve Bank of Dallas
Title: Customer Relations Rep
Requisition ID: 248398