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Fed Spotlight: Triandos Luke of Customer Relations

The Customer Relations team for Federal Reserve Financial Services (FRFS) is on the front lines of engaging with more than 9,000 financial institutions across the country. Meet Triandos Luke, one of this team’s many “faces of the Fed.”

How did you come to work for the Fed?

I joined the Federal Reserve in late 2013 after working as a branch manager and assistant vice president at three different banking organizations. Those roles included managing customer service, new accounts and loan acquisitions. For the first nine years of my career at the Fed, I was a senior account executive on the east regional team, managing relationships with our payments customers in Pennsylvania, West Virginia, the D.C. area and parts of New Jersey. I earned my MBA from West Chester University, Pennsylvania in 2018 and took on my current role as a senior national relationship manager in 2022.

What do you do as a senior national relationship manager for FRFS?

My colleagues and I focus on 27 of the nation’s largest financial institutions, informing them about FRFS services and identifying ways we can better meet their payment service needs. Information is king for our customers as they make payments decisions, so a huge part of my job is to know the right folks in a bank’s product, operations, accounting, finance and IT areas, and then to manage those relationships.

We take a team approach to relationship management. I am the primary contact for eight financial institutions and the secondary contact for another eight. On any given day, I am doing proactive email outreach on sales and service, driving to in-person meetings, or participating in virtual calls on Webex or Teams. My customer and product knowledge helps me prioritize customer meetings. In addition, I have devoted time to becoming a payments expert and am certified as both an accredited ACH professional (AAP) and a certified treasury professional (CTP), which helps me speak our customers’ language more effectively.

What topics do you discuss with your customers?

Payments innovation is a huge part of our discussions. What’s the new FedDetect Anomaly Notification for FedACH® Services and how can it help a bank detect potential fraud more quickly? What else is the Fed doing about payment risk and fraud, such as publishing research on authentication? Why is accelerated clearing worth the additional charge for some financial institutions?

A top priority for our customers is preparing for the Fedwire® Funds Service’s migration to ISO® 20022 next March. We’ve also had a lot of success with instant payments adoption, partly because customers recognize the Fed’s wide reach and network growth and appreciate that the FedNow® Service is working hard at developing and releasing new features.

Tell me something people may not know about you.

I was a four-year letterman in football at the University of Alabama, graduated in 2003 with a bachelor’s degree in marketing, and was chosen as a wide receiver by the Denver Broncos in the 2004 NFL draft. I ended my professional football career with the New York Giants in 2006.

Outside your Fed role, what do you do for fun?

My family and I spend a lot of time outdoors around our home in the Philadelphia area, playing board games and sports — but we also love to travel. Recent trips included Jamaica, Disney World in Florida, and the American Dream amusement park in the Meadowlands, East Rutherford, N.J.

Triandos and his wife Lisa on vacation in Greece