ATM Supervisor presso Northwest Federal Credit Union

Reporting to the Retail & ATM Operations Manager, the ATM Supervisor is responsible for overseeing the daily operations of the ATM Department. This role involves close collaboration with vendors, internal teams, and external partners to ensure the smooth and efficient performance of the ATM fleet. The Supervisor ensures all activities are compliant with internal policies and industry regulations. Taking full ownership of ATM-related issues, the Supervisor leads the team in delivering outstanding service to our members, placing member satisfaction at the heart of every decision and driving excellence throughout the ATM program.

• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives
• Perform job duties within Credit Union bylaws, regulations, policies established by the Board of Directors, and established internal and external service standards
• Manage the performance of ATM Specialists and any additional seasonal employees
  
  • Develop each employee to the highest potential by identifying areas for improvement and appropriately coaching, training, or correcting employee performance
  • Hold employees accountable for their performance, attitudes, and behavior
  • Meet with each employee monthly to review the previous month’s performance, set goals for the upcoming month’s performance, and develop plans to improve employee performance
  • Hold employees accountable for delivering exceptional member service On-board and train new employees in the department
• Ensure monthly audits are completed following established policies and procedures
• Manage daily operations for a fleet of more than 40 Credit Union owned ATMs in multiple locations throughout Northern Virginia and Maryland.
  
  • Maintain all signage for compliance and member service; work directly with Compliance and Marketing departments to make changes as necessary; order signs and parts directly from Diebold (vendor); hold branches accountable for always displaying proper terminal signage
  • Review all ATM monthly terminal cash audits for accuracy
  • Monitor and analyze the daily performance of the ATM network via the INTERPRO TAS system to ensure all existing ATMs are operational and available to members
  • Manage the ATM vault and ensure all cash orders are sufficient to meet daily ATM needs. Also ensure proper security measures are taken when transporting cash
  • Maintain month-end reports such as Surcharge Fee Income, transaction volumes and spend, and usage and deliver them to Management for the President’s Report to the Board of Directors
  • Review all ATM outages with staff on a daily basis and record the information for the purpose of identifying root cause issues and reporting service concerns to Deposit Services Manager
  • Work directly with Accounting to ensure all outages are reconciled in a timely manner; ensure no systemic problems exist
  • Monitor all problems, changes, and upgrades involving the INTERPRO TAS system; schedule regular maintenance on all Credit Union ATMs with Diebold
  • Ensure all disputes and adjustments are handled accurately and in a timely manner
  • Participate in project teams to deploy new terminals and to equip new branches with walk-up and drive-through machines
  • Oversee and monitor that all ATMs are in compliance with applicable laws and best practices
  • Perform the duties of the ATM Specialist as necessary to meet daily business needs
  • Maintain a high-level understanding of the transaction lifecycle, profitability, and understand the overall economics of the ATM fleet
  • Research locations for additional ATMs to expand the fleet based on potential profitability and visibility
• Participates in all ATM projects in conjunction with the assigned project manager and Retail & ATM Operations Manager. Use industry knowledge to help determine best practices to ensure satisfactory project completion
• Hold Diebold and Brinks accountable for delivering exceptional service to the Credit Union, as contracted and agreed to by both parties
  
  • Work closely with vendors to ensure high availability of Credit Union terminals to our membership
  • Escalate service concerns with Diebold Management and Credit Union Management as necessary
  • Participating in monthly meetings between the Credit Union and vendors to ensure all service and business needs are met
  • Communicate all vendor feedback to management to ensure proper and effective vendor management and oversight
• Assist in contract negotiation and pricing
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
• Performs other related duties as assigned.
  
  

Required

• High school diploma or equivalent
• Minimum 3 years of cash handling experience at a financial institution
• Ability to obtain and hold a Top-Secret Security Clearance (TS/SCI/TK) for access to government facilities
• Ability to lift a minimum of 35-50lbs
• Valid driver’s license and good driving record to operate a Credit Union owned vehicle for travel to various locations
• Working knowledge of ATM terminals and POS transactions 
• Strong customer service drive
• Ability to effectively prioritize business needs, especially when competing projects or needs exist
• Ability to identify, analyze, and solve problems
• Self-motivated, well-organized individual
• Proven ability to manage multiple initiatives, navigate obstacles and deliver on time
• Demonstrated ability to work independently and with a team and to follow through on details to completion
• Demonstrated ability to escalate problems promptly with clear and concise communications
• Working knowledge of NWFCU, Federal and state regulations required by the National Credit Union Association
• Ability to interact effectively with all levels of the organization and/or with members
• Ability to work Monday-Friday from 7:30am – 4:00pm
• Ability to work on-site in our Herndon, VA headquarters

Preferred

• Previous ATM experience 
• Previous leadership experience 

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or [email protected].