Member Experience & ATM Operations Specialist

$66,640 - $83,300/Yr

Municipal Credit Union - New York, NY

Full-time - Mid Level

New York, NY

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Member Experience & ATM Operations Specialist is responsible for ensuring maximum ATM availability for members by managing vendor relationships, overseeing ATM maintenance, and coordinating cash replenishment processes. This role emphasizes operational excellence, accountability, and a member-first approach, while also providing leadership and support to ATM operations staff.

Responsibilities

• Pursues operational excellence in ATM vendor management and service delivery.
• Manages ATM hardware and oversees hardware life cycle creation.
• Requests and reviews professional services and billable work for accuracy prior to payment submission.
• Provides level 1 support for ATMs located in and around MCU Branch network.
• Coordinates and schedules cash replenishment processes effectively and timely.
• Assists management with internal and external IT audits related to ATM security.
• Procures and interprets KPI metrics of ATM operations, providing recommendations for improvement.
• Provides level two and level three troubleshooting support for ATM hardware and network issues.
• Mentors and manages performance of ATM operations staff.
• Coordinates day-to-day functioning of ATM operations staff and ancillary applications.
• Project manages third-party integration between ATM environment and solutions.
• Creates procedures and performs change management for operational changes.
• Adheres to vendor Service Level Agreements (SLA).
• Identifies, analyzes, and documents risks/problems, recommending solutions.
• Coordinates testing and communications of ATM patching and maintenance.
• Leads ATM initiatives using a consistent methodology.

Requirements

• Bachelor's Degree preferred.
• 5+ years of experience in the financial services industry with knowledge of financial principles and regulations.
• 3+ years of ATM Operations experience with workflow/process analysis and documentation.
• 3+ years of ATM Vendor first and second line maintenance support experience.
• Experience with Visa DPS ATM Processing is a plus.
• Experience with ATM cash ordering and replenishment.
• Senior experience with LAN/WAN networking and security.
• Senior experience with Windows 7, 10, and 2016 Operating Systems.
• Experience writing SQL scripts for report writing and data mining.
• Strong working knowledge of Microsoft Office tools (Word, Excel, PowerPoint, Visio).
• Excellent leadership and development skills.

Nice-to-haves

• Experience in a fast-paced environment with the ability to multi-task.
• Strong ability to support the team with questions and coaching on member issues.
• Ability to create a supportive and inclusive atmosphere within the team.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off