Hybrid Sr. ATM Operation Analyst na State Employees' Credit Union

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

PURPOSE:

The Senior ATM Operations Analyst is responsible for monitoring SECU’s ATM fleet.  Maintain ATM availability to, ensuring vendor SLA’s are always met and members/non-members have access to our ATMs.  Perform specialized tasks and provide leadership to less experienced analysts.  Lead analyst and point of escalation in the absence of a supervisor. Manage third-party vendors. Monday-Friday hybrid, staggered shifts from 6am-9pm  

DIMENSIONS:

Frequent contact with branch, operations employees, and third-party vendors via phone and email.  Must be able to work independently and in a team environment.  Being knowledgeable of branch, ATM and/or Card Services products and procedures is helpful.

DUTIES:

Manage third-party vendors to ensure they perform their duties and responsibilities in accordance with SECU guidelines and procedures. 

Monitor SECU fleet of ATMs to ensure SLA’s are always met.

Effectively communicate all ATM problems to the shift supervisor and document them in shift turnover report.

Monitor SECU ATM Network using ProView, Loomis Direct, Diebold’s SRM, CICS, AORA, and LOCS applications.

Provide guidance to all staff and other analysts. 

Perform specialized monitoring of ATMs (cash status, AC/heating issues, and provide training). Place and monitor calls to third-party ATM vendors.

Track and monitor vendor meets and ETA’s as required.

Conduct troubleshooting on ATM problems as required.

Provide customer service to branches and other departments.

Maintain all applicable shift logs (cash spreadsheet, turnover reports, vendor issue logs, and AC logs).

Identify and submit escalations to shift supervisor.

Perform vendor escalations.

Responsible for the entire ATM fleet and logging/reporting as needed. 

Order E-cash and monitor cash spreadsheet for accuracy.

Escalate vendor service calls when outside of the contract guidelines.

Assist supervisor(s) with unique branch, vendor and other departments’ issues.

Assist supervisor(s) with preparing reports for management.

Participate in vendor meetings as required.

Provide training to less experienced staff and ongoing training to all analysts.

Maintain a working knowledge of all areas of ATM Operations and fill in as a backup to the supervisor as required.

Coordinate and monitor special projects, problems and unique ATM trends as they relate to the ATM delivery-channel.

Perform other duties as assigned.

REQUIREMENTS:

Proficient in all areas identified in grades 4 thru 10, plus;

Minimum two years of SECU experience with at least one year in Card Services.

Mastered primary and secondary job responsibilities as defined in the job description with limited

supervision and volunteers to assist/perform functions outside of primary job responsibilities.

Demonstrates a comprehensive understanding of all aspects of the department.

Completed 10 Advanced Modules.

Demonstrates the willingness and the ability to train staff on basic function of the department as

assist less experienced staff.

Senior level employee that exhibits supervisory abilities.

Volunteers to assist manager with special projects and maintaining the current procedural manual.

Ability to make suggestions/changes to improve processes and procedures.

Proficient in MS Word and Excel.

Demonstrates quality written and verbal communication skills.

Requirement of a four-year degree, College Transfer Program, or CCUE plus five years SECU

experience for grade 17.

Supervisory recommendation and other training, modules, and education as directed by management.

Must be able to speak English fluently.

Must be able to cooperate and collaborate with co-workers.

Must be cordial in all interactions with members and co-workers.

Must adhere to the work schedule and attendance policy established by manager.

Must complete other training, modules, and education as directed by management. as a condition of employment.

JOB ENVIRONMENT:

Office setting with physical proximity to other employees. Some background noise from other

employees, copy machine, and telephone.

PHYSICAL DEMANDS:

Must be able to comprehend and carry out verbal and written instructions.

A substantial amount of sitting is required.

Must be able to comprehend phone calls.

Use hands and fingers to press telephone keypad and lift telephone receiver.

Must be able to lift 5 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.