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Member Experience

2 months ago

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

About Municipal Credit Union:

Municipal Credit Union is a leading financial institution that prioritizes member satisfaction and provides affordable financial products and services to its over 500,000 members. With a strong commitment to people helping people, we strive to create a happy and motivated team that achieves exceptional results.

Overview:

The Member Experience & ATM Operations Specialist plays a critical role in ensuring maximum ATM availability for members by managing ATM vendor relationships, performing first and second-line maintenance support, and coordinating cash replenishment processes. This position requires a strong focus on operational excellence, accountability, and reliability.

Key Responsibilities:

  • Operational Excellence: Pursue operational excellence, accountability, and reliability in ATM vendor management and service delivery, ensuring maximum uptime for credit union members.
  • ATM Hardware Management: Manage ATM hardware as needed, including hardware life cycle creation.
  • Vendor Management: Request and review professional services and billable work for accuracy prior to payment submission.
  • Member-First Approach: Adopt a member-first approach when working with off-site ATM retail locations.
  • Level 1 Support: Provide responsive level 1 support (as needed) for ATMs located in and around MCU Branch network.
  • Cash Replenishment: Coordinate and schedule an effective and timely cash replenishment process.
  • IT Audits: Assist Management with internal and external IT audits related to core systems data controls, change management, and third-party integration for ATM security.
  • Metrics and Reporting: Procure daily/weekly/monthly/quarterly KPIs and metrics of ATM operation and functionality, interpret data, and provide innovative recommendations for operational excellence.
  • Troubleshooting: Provide ATM level two and level three troubleshooting support for ATM hardware and network issues.
  • Leadership and Development: Provide leadership, mentoring, and performance management of staff.
  • Consultative Support: Coordinate and provide a consultative support approach to the day-to-day functioning of ATM operations staff and ancillary applications.
  • Project Management: Project manage third-party integration between the ATM environment and third-party solutions.
  • Change Management: Create procedures and perform detailed change management for operational changes.
  • SLA Adherence: Adhere to goals and standards set forth by vendor Service Level Agreements (SLAs).
  • Risk Management: Proactively identify, analyze, and document risks/problems, recommend solutions, and initiate corrective action within predetermined SLAs.
  • Testing and Communications: Coordinate the testing and communications of ATM patching and maintenance.
  • Initiative Leadership: Lead ATM initiatives using a concise, consistent methodology to coordinate activities, schedule resources, and ensure completeness in a timely manner.
  • Additional Duties: Perform additional duties as assigned.

Requirements:

  • Education: Bachelor's Degree preferred.
  • Experience: 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.
  • ATM Operations Experience: 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.
  • ATM Vendor Experience: 3+ years of ATM Vendor first and second-line maintenance support (preferably Diebold).
  • Visa DPS ATM Processing: Experience with Visa DPS ATM Processing is a plus.
  • ATM Cash Ordering and Replenishment: Experience with ATM cash ordering and replenishment.
  • LAN/WAN Networking and Security: Senior experience with LAN/WAN networking and networking security.
  • Windows Operating System: Senior experience with Windows 7, Window 10, and Windows 2016 Operating System.
  • SQL Scripting: Experience writing SQL scripts for report writing and data mining.
  • Microsoft Productivity Tools: Strong working knowledge of Microsoft Productivity tools (Word, Excel, PowerPoint, Visio).
  • Leadership and Development Skills: Excellent leadership and development skills.
  • Communication Skills: Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
  • Problem-Solving Skills: Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members.
  • Decision-Making Skills: Strong ability to make decisions with minimum information.
  • Disposition and Teamwork: 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:

  • Microsoft Office Suite: Proficiency in Microsoft Office Suite.
  • Member Service Skills: Excellent member service skills.
  • Research and Problem-Solving Skills: Strong research and problem-solving skills.
  • Interpersonal, Oral, and Written Communication Skills: Excellent interpersonal, oral, and written communication skills.
  • Time Management Skills: Ability to multi-task; good time management skills.
  • Integrity: Highly ethical and maintains the highest level of integrity with a member/internal customer first mentality.
  • Teamwork and Customer Focus: Team player with proactive, customer-first outlook.
  • Industry Knowledge: Keeps abreast of industry developments, including but not limited to changes in regulations and technology.
  • Company Policies and Procedures: Ensures adherence to company policies and procedures and Credit Union regulations.
  • Request Adherence: Adheres to assigned requests within the desired time frame upon the initial request and/or expectations.
  • Positive Work Atmosphere: 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.

Why You'll Be a Good Fit:

Municipal Credit Union is committed to attracting and retaining top talent who share our Core Values. By living our Core Values, every day, we continue to achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. 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