ATM Support Specialist
Pleasanton, CA

Job Description

Overview

We're here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you're looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

About Patelco Credit Union

Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 350,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom.

The Opportunity

We are looking to fill the position of ATM Support Specialist based at our Pleasanton headquarters. In this role, responsibilities will include, but are not limited to: performing daily review and approval of deposited checks through Ensenta and CheckALT software programs. Making adjustments onto member's accounts. Researching outages and submitting claims. Performing on-site visits to provide staff training on how to inspect the ATMs for tampering and skimming devices as well as to verify compliance with the ADA (American Disabilities Act). The Support Specialist will be responsible for opening and monitoring ATM service tickets with vendors and providing follow-up. They will assist in all ATM installs, upgrades and decommissions. They will also be responsible for preparing reports on a weekly and monthly basis. This position will require weekend work. The successful candidate will be adaptable and display a high level of initiative, professionalism and organizational skills.

Responsibilities

* Review ATM deposited checks for accuracy, acceptance and standards under Regulation CC, which includes verifying payee information and depository account prior to acceptance.
* Analyze electronic check images presented on the Ensenta software platform to determine acceptability and make decision to accept or return deposit item; ensure compliance with check negotiation standards and check hold policies in accordance with Regulation CC
* Responsible for timely processing within service level expectations and adherence to federal regulations including Regulation CC, Regulation E, and Check21 Act
* Accurately validate MICR line and make necessary adjustments to ensure accurate image file transmission to the Federal Reserve Bank
* Accurately perform member adjustments (correcting check deposits on the members account)
* Urgently assess an ATM's issue based on feedback from staff and other sources so that the correct type of service call can be opened. Then monitor open tickets, which includes following up with vendors and technicians to ensure prompt attention to Patelco's ATM network
* Research and resolve Non-Member and Member ATM disputes as initiated through the Patelco's MSP (Member Service Platform) and other delivery channels which includes providing provisional credit and communicating dispute status to the member
* Analytically review ATM balancing information, electronic journals, video footage and other data points to quantify a dispute
* Train branch staff to perform on-site inspections of machines to review for tampering or skimming devices as a proactive measure of protecting users from having their accounts compromised. In addition, the review should ensure continued ADA compliance.
* Uses excellent analytical skills to assist in researching ATM outages
* Provide assistance in cash management services for remote ATM locations and ATMs located at a branch
* Act as secondary liaison with ATM vendors to assist with service tickets and follow-up
* Deliver weekly and monthly reports as needed
* Makes recommendations to improve efficiencies for processes and procedures
* Perform other duties as assigned

Qualifications

* Two years preferred experience working with Diebold or NCR ATMs
* One to Two years of cash management services
* Must have reliable transportation
* High School Diploma or GED equivalent
* Associates degree or higher, preferred
* Working knowledge of MS Word, Excel, Outlook, HTML and Java script
* Familiarity with office equipment such as copy machines, computer printers, and electronic document scanners
* Ability to be well organized, team-player, motivated, flexible with working hours, be open to constructive feedback and on-going training.
* Demonstrate ability to understand and define a problem, collect information, establish facts and make valid recommendations
* Proficiency to recognize and deliver accurate results
* Strong interpersonal skills, excellent communication skills and the ability to work effectively and build relationships both internally and externally
* Established ability to lead people and get positive results through others, requiring in-depth experience with collaborating with staff (in and out of department) and vendors
* Proven track record of meeting assigned project deadlines with the ability to multi-task and be detail oriented
* Demonstrate an ability and desire to thrive in a challenging fast paced work environment
* Possesses a positive and engaging attitude in delivering exceptional service by taking responsibility for own work, problems, and issues
* Demonstrated ability to adhere to Patelco's shared values: Service Passion, Engagement, Empowerment, Integrity, Resourcefulness, and Teamwork
* Ability to lift at fifty (50) pounds
* This role is based in our Pleasanton Headquarters
* This role will require travel and weekend work

Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability

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