Federal Reserve Consumer Help Leader

268189 Requisition #

Job Summary: 

The Customer Contact Center (CCC) is seeking a Senior Supervisor/Assistant Manager to lead its Federal Reserve Consumer Help (FRCH) unit. As the leader of the FRCH team, you will oversee a group of FRCH Representatives in helping consumers who want to file a complaint against their financial institution or have questions regarding consumer protection laws or regulations.  

The CCC is part of the Federal Reserve System’s Customer Relations and Support Office (CRSO) within the Federal Reserve. The CCC manages the FRCH function on behalf of the Board of Governors through a collaboration with the Consumer Affairs units within FRB Kansas City and FRB Minneapolis. Through operations in Kansas City and Minneapolis, FRCH representatives provide the highest quality customer service for members of the public seeking consumer protection help.

In this role, you will plan, direct and implement strategic goals and objectives, drive change and continuous improvement, and lead a team of direct reports in Minneapolis and Kansas City. 


Key Activities:

  • Supervises and coordinates the activities of staff, and motivates staff accordingly, to ensure strong day-to-day operations and service level metrics and other key performance targets are met while longer-term projects and objectives are achieved. Provides work direction, mentoring, and leadership to staff.
  • Coaches and develops staff by communicating performance expectations, providing ongoing performance feedback and conducting performance reviews. Ensures training and development plans and programs are implemented that address individual and team needs. Documents, discusses and provides recommendations for employee recognition, hiring, salary, performance issues, and disciplinary actions.
  • Exercises good judgment, independently resolves complex or non-routine problems, and escalates issues to management when necessary.
  • Leverages a proficient understanding of consumer protection laws, rules, and regulations to advise staff or assist consumers directly during escalated calls.
  • Communicates timely and effectively with staff and others about decisions affecting teamwork, processes, resources, and other areas of responsibility.
  • Collaborates with Consumer Affairs and Board staff on issue escalation, operational changes, and/or quality assurance reviews. 
  • Identifies, analyzes, and recommends new or enhanced procedures to improve effectiveness and efficiency of operations. Ensures integrity of controls, procedures, and guidelines.
  • Participates in and may lead routine to complex projects as assigned. Participates in and may lead Department, Bank, or FRS workgroups.
  • Encourages creativity and actively seeks out diverse points of views.
  • Performs other duties as assigned.


  • Bachelor’s degree from an accredited college or university or equivalent combination of education and experience.
  • Typically requires three years of related professional work experience, which includes either relevant Bank experience, or equivalent relevant leadership experience in another organization.
  • Excellent ability to motivate and work through others to achieve objectives.
  • Previous work experience in an operational environment strongly preferred.
  • Highly proficient verbal and written communication skills.
  • Accomplished planning, organizational, and interpersonal skills.
  • Strong problem solving skills.
  • Proficient knowledge of computer programs including, but not limited to Word, Excel, PowerPoint, Internet and e-mail programs, and other automated department/District applications.

Certain eligibility requirements apply. 

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We [Federal Reserve Bank of Kansas City] are committed to building a diverse workplace, and are continually striving to achieve this goal. As such, we provide equal employment opportunities regardless of race, color, religion, sex, gender identity and/or expression, national origin, age, disability, sexual orientation, or genetic information.

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