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Member Experience

2 months ago

New York, United States Municipal Credit Union Full time
Job DescriptionJob Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Overview:

The Member Experience & ATM Operations Specialist is responsible for achieving maximum ATM availability for members by supporting, sourcing, and partner relationships for ATM first line maintenance support, second line maintenance support, network processing and cash replenishment vendors in line with organizational banking goals and objectives.


Responsibilities:

Specific duties include, but are not limited to, the following:

  • Pursues operational excellence, accountability, and reliability relating to ATM vendor management and service delivery that’s demonstrated by responsiveness, collaboration, and a relentless commitment to ensure maximum uptime for credit union members
  • Management of ATM hardware as needed including hardware life cycle creation
  • Request and reviews professional services and billable work for accuracy prior to payment submission
  • Member-first approach when working with off-site ATM retail locations
  • Responsive level 1 support (as needed) for ATMs located in and around MCU Branch network
  • Coordination and scheduling of an effective and timely cash replenishment process
  • Assist Management with internal and external IT audits related to core systems data controls, change management, and third party integration for ATM security
  • Procure daily/weekly/monthly/quarterly KPI’s and metrics of ATM Operation and functionality, interprets data, and provides innovative recommendations for operational excellence
  • Provide ATM level two and level three troubleshooting support for ATM hardware and network issues
  • Provide leadership, mentoring, and performance management of staff
  • Coordinate and provide a consultative support approach to the day-to-day functioning of ATM operations staff and ancillary applications
  • Project Manage third party integration between the ATM environment and third party solutions
  • Creates procedures and performs detailed change management for operational changes
  • Adheres to goals and standards set forth by vendor Service Level Agreements (SLA)
  • Proactively identifies, analyzes and documents risks/problems, recommends solutions, and initiates corrective action within predetermined SLA’s
  • Coordinates the testing and communications of ATM patching and maintenance
  • Leads ATM initiatives using a concise, consistent methodology to coordinate activities, schedule resources, and ensure completeness in a timely manner
  • Performs additional duties as assigned
  • Other duties as assigned.
  • Travel at least 60%

Requirements:

  • Bachelor's Degree preferred
  • 5+ years of experience in the financial services industry with a thorough knowledge of financial principles, front and back office processing and financial institution regulations
  • 3+ years ATM Operations experience on projects ranging from small to medium in size and complexity, with demonstrated experience in workflow/process analysis, requirements gathering and documentation, and creation and execution of testing plans
  • 3+ years of ATM Vendor first and second line maintenance support (preferably Diebold)
  • Experience with Visa DPS ATM Processing is a plus
  • Experience with ATM cash ordering and replenishment
  • Senior experience with LAN/WAN networking and networking security
  • Senior experience with Windows 7, Window 10, and Windows 2016 Operating System
  • Experience writing SQL scripts for report writing and data mining
  • Strong working knowledge of Microsoft Productivity tools (Word, Excel, PowerPoint, Visio)
  • Strategic thought; forward thinking
  • Excellent leadership and development skills.
  • Experience working in a fast-paced environment with the ability to multi-task.
  • Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
  • Able to navigate throughout various programs on a computer; able to empathize with members and staff, and prioritize work.
  • Able to create a supportive and inclusive atmosphere within the department and team.
  • Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members.
  • Strong ability to make decisions with minimum information.
  • Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help.

Competencies:

  • Proficiency in Microsoft Office Suite
  • Excellent member service skills
  • Strong research and problem-solving skills
  • Excellent interpersonal, oral and written communication skills
  • Ability to multi-task; good time management skills
  • Highly ethical.
  • Highly ethical and maintains the highest level of integrity with a member/internal customer first mentality
  • Team player with proactive, customer first outlook
  • Keeps abreast of industry developments including but not limited to changes in regulations and technology
  • Ensures adherence to company policies and procedures and Credit Union regulations
  • Adheres to assigned request within the desired time frame upon the initial request and/or expectations
  • Promotes and maintains a positive work atmosphere by communicating in a manner consistent and professional standards to work effectively with members, co-workers, management, and vendors
  • Performs additional duties as assigned


Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary: $66,640 to $83,300