ATM Support Specialist, Marlboro, MA, Hybrid, Full-Time

Schedule

The normal work schedule is 8:00 AM to 5:00 PM Monday through Friday. Employees must be flexible to work during these hours as scheduled by Management with (1) hour for lunch. Overtime may be scheduled as needed and directed by Management. After-hours (M-F) call support including Saturdays, Sundays, and holidays is required. After-hours coverage is assigned on a rotating basis (typically one to two weeks per month) and is scheduled in advance by Management. Employees are compensated for all after-hours service.

What You'll Do

Summary/Objective:

Provide high-level ATM and ITM support service to branch personnel and service vendors in a friendly, efficient and timely manner. Ensure maximum availability and performance of ATMs and ITMs for members while supporting the Branch Services department in achieving its service goals.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Monitor and troubleshoot the ATM and ITM network daily, identify appropriate corrective actions, and ensure resolution is achieved.
• Work collaboratively with vendors and internal departments to maintain the highest level of availability of all DCU ATM and ITMs and optimal functionality of ATM and ITM system application software.
• Act as "point person" for branches and vendors concerning escalated ATM and ITM servicing-related questions and technical support.
• Support ATM and ITM testing and certification of system software/hardware revisions and upgrades to remain in compliance with industry standards.
• Responsible for ATM and ITM monitoring, balancing, supplies ordering, cash ordering/inventory control, and preparing for new ATM and ITM installations/de-installations.
• Assist in vendor performance management and meet with internal/external support groups to ensure the integrity of servicing standards.
• Ensure ATM and ITM Operations written procedures and instructional documentation are kept up to date.
• Perform all job-related duties and participate in various team projects as assigned by the Branch Services Operations Manager.
• Identify trends and investigate issues affecting ATM and ITM performance including IS/network and all supporting applications and consult with the appropriate vendor to help determine the root cause.
• Retrieve data and prepare monthly statistical analysis reports for Management.
• Assist Management with staff training and coaching.
• Prepare for and complete cash vendor audits at MA and NH facilities.
• Travel to all ATM and ITM locations (Massachusetts and New Hampshire) to meet vendors for installations and troubleshoot issues as needed.
• Provide 24/7 phone support M-F, weekends, and holidays on a rotating basis or as needed for ATM and ITM-related after-hours and weekend urgent/emergency calls.
• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference.
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike.
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations.
• Performs work functions with attention to detail, within established timeframes, and follows through as needed to complete tasks.
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality, and others as assigned.

Travel:

Occasionally, travel may be required to a DCU ATM/ITM location within the MA/Southern NH areas to provide ATM/ITM-related service/support.

What You'll Need

Education and Experience Requirements:

• Previous experience with ITM banking technologies, including video support, is preferred
• Previous experience with ATM banking technologies is preferred.
• Knowledge of ATM and ITM system software, hardware, and operations
• Minimum of two years' work experience, financial institution preferred
• Excellent PC Skills required, including MS Word, Power Point and Excel
• Prior Customer Service experience preferred

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.