Standard work schedule: Monday - Friday 9:00-5:30 EST. All team members are assigned one half day on Saturday on a rotating basis (approx. every 6-8 weeks)
Team Culture
Payment and Deposit Operations fosters a culture founded on accountability, teamwork, leadership, intellectual curiosity and a balanced foundation between work and personal life.
Job Functions and Competency Overview:
Responsible for providing ATM technical support for branches and vendors. Position focus is on technical/functional phone support to our internal Key Employees, contractors and vendors. This position is primary phone support for these applications. The ATM Support Desk hours of operations are 24/7.
Responsibilities/Competencies:
- Resolve incoming client calls based on departmental goals - minimum 88%.
- Maintain an average handle time of 8 minutes
- Perform initial problem determination by asking client troubleshooting questions in a systematic manner.
- Focus on the delivery of excellent service.
- Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
- Assess initial impact in incident record; set record priority level as well as escalates in a timely manner.
- Capture large scale customer group impact problem escalation opportunities’ in a timely manner.
- Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation.
- Detect patterns of callbacks affecting client or environment, assess impact and take action.
- Take ownership and responsibility of client technical/functional problems.
- Lead by example; independently makes decisions on course of action to get the client back in to production in a timely manner.
- Be a positive, professional resource for clients and support partners’.
- Utilize resources - knowledge, news alerts, senior associates and managers.
- Manage challenging calls, maintain control.
- Take opportunities’ to keep clients well informed during the call.
- Multitask when handling departmental group chats.
- Maintain the Service Manager knowledgebase with current ATM knowledge
- Gather data necessary for application specific reports
- Typical work hours are 9:00-5:30 EST (Monday - Friday) and additional hours as needed. All team members are assigned one half day on Saturday on a rotating basis (approx. every 6-8 weeks)
Preferred Qualifications:
- Basic knowledge of ATM Operations strongly preferred
- 1- 3 years of relevant work experience
- IT Associates, Bachelor’s degree or IT Certification preferred
- 1 to 3 years’ experience with ATM Support preferred
- Effective telephone skills
- Effective communication skills
- Ability to make sound decisions based on logical reasoning
- Commitment to team concept
- Effective problem determination skills
- Effective listening skills
- Ability to work in a fast-paced & high-volume environment
- Basic working knowledge of Service Manager preferred