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Member Experience Specialist
1 month ago
We are seeking a highly skilled Member Experience Specialist to join our team at Municipal Credit Union. This role is responsible for ensuring maximum ATM availability for members by supporting, sourcing, and partnering with vendors for ATM first line maintenance support, second line maintenance support, network processing, and cash replenishment.
The ideal candidate will have a strong background in financial services, with experience in ATM operations, vendor management, and cash handling. They will be responsible for managing ATM hardware, requesting and reviewing professional services, and providing level 1 support for ATMs located in and around our branch network.
This is a dynamic role that requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional member experiences, we encourage you to apply.
Key Responsibilities- Manage ATM hardware and ensure maximum uptime for members
- Request and review professional services for accuracy prior to payment submission
- Provide level 1 support for ATMs located in and around our branch network
- Coordinate and schedule cash replenishment processes
- Assist management with internal and external IT audits related to core systems data controls, change management, and third-party integration for ATM security
- Procure and interpret daily, weekly, monthly, and quarterly KPIs and metrics of ATM operation and functionality
- Provide ATM level 2 and level 3 troubleshooting support for hardware and network issues
- Lead and mentor staff to ensure exceptional member experiences
- Bachelor's degree in a related field
- 5+ years of experience in financial services, with a strong background in ATM operations and vendor management
- 3+ years of experience in ATM vendor first and second line maintenance support
- Experience with Visa DPS ATM processing and cash ordering and replenishment
- Strong knowledge of Microsoft Office Suite and SQL scripting
- Excellent communication and problem-solving skills
- Ability to work independently and as part of a team
- Competitive compensation and benefits package
- 401K with employer match
- Flexible paid time off
- A dynamic and supportive work environment
Municipal Credit Union is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees and applicants.
