Member Experience Specialist

7 days ago

New York, New York, United States Municipal Credit Union Full time

Job Summary

Municipal Credit Union is seeking a highly skilled Member Experience Specialist to join our team. As a key member of our ATM Operations team, you will be responsible for ensuring maximum ATM availability for our members by supporting, sourcing, and partnering with vendors for ATM maintenance, network processing, and cash replenishment.

Key Responsibilities

  • Manage ATM hardware, including lifecycle creation and maintenance
  • 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 analyze KPIs and metrics for ATM operations and functionality
  • Provide level 2 and level 3 troubleshooting support for ATM hardware and network issues
  • Lead, mentor, and perform performance management of staff
  • Coordinate and provide consultative support for ATM operations staff and ancillary applications
  • Project manage third-party integration between the ATM environment and third-party solutions
  • Create procedures and perform detailed change management for operational changes
  • Proactively identify, analyze, and document risks and problems, recommend solutions, and initiate corrective action within predetermined SLAs
  • Coordinate testing and communication of ATM patching and maintenance

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 of 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, Windows 10, and Windows 2016 operating systems
  • ~Experience writing SQL scripts for report writing and data mining
  • ~Strong working knowledge of Microsoft productivity tools (Word, Excel, PowerPoint, Visio)
  • ~Able to navigate various programs on a computer; able to empathize with members and staff, and prioritize work
  • ~Demonstrate a positive disposition, the ability to work independently or as part of a team, and have a genuine interest in people and a desire to help

What We Offer

  • Competitive compensation
  • Medical and dental benefits
  • Flexible paid time off

About Us

Municipal Credit Union is an equal opportunity employer committed to hiring, training, cultivating, promoting, and celebrating an environment where all people can feel welcome, respected, supported, and valued. We are committed to diversity of race, thought, sexual orientation, age, veteran status, religion, and disability, which empowers us to thrive as individuals, as teams, and as an organization.

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