Account Support Specialist

4 days ago

Frisco, Texas, United States NCR Atleos Full time
About NCR Atleos

NCR Atleos is a leading provider of financial access solutions, with a global presence and a team of dedicated professionals. Our mission is to optimize branch operations, improve efficiency, and enhance self-service availability for financial institutions and retailers worldwide.

Job Description: Account Support Analyst III

Summary:

The Account Support Analyst III plays a critical role in establishing and maintaining service and operational relationships with assigned customers. This position manages a portfolio of customer accounts for multiple retail customers utilizing NCR/Cardtronics ATMs and serves as the single point of contact for each assigned client.

Key Responsibilities:

  • Serve as the primary liaison between NCR/Cardtronics and assigned financial institutions clients, handling communication, problem resolution, and issue escalation on behalf of the client.
  • Partner with Relationship Managers to ensure customer expectations and requirements are met per the service contract, including SLA and branding compliance.
  • Review each client portfolio to identify performance issues and collaborate with appropriate parties to resolve problems.
  • Prepare and present client portfolio performance review reports.
  • Act as an operational lead for all client projects (e.g., replacement, expansion, or new customer setup).
  • Build and maintain partnerships with internal business partners (Support Center, Armored, Cash, Marketing, etc.).
  • Handle billing duties, including reviewing customer billing and SLAs against contracts, gathering supporting documentation for Accounting to submit invoices timely, and ensuring fees are accurately set up within the customer profile.
  • Be familiar with the rights and responsibilities of Cardtronics, the merchant/retailer, and the brand client to ensure the contract is applied correctly.

Requirements:

  • High School Diploma or equivalent required; Bachelor's degree preferred
  • 2-4 years in Account Management, Operations or Client Service
  • Excellent analytical, organizational, time management and problem solving skills
  • Effective oral and written communication skills including presentation of information to clients and management
  • Ability to read and interpret contracts, profit/loss statements and invoices
  • Proficient in Microsoft Office applications with advanced Excel capabilities
  • Remote network access to be required when utilizing hybrid work environment, company laptop provided
  • Must be able to work in an environment requiring extensive telephone and computer work and be able to handle multiple issues simultaneously
  • Must be a self-motivated individual with strong attention to detail
  • Must be able to express and follow the company Values, Mission, Principles and Procedures
  • Must be able to work in a fast paced environment, quickly respond and prioritize between multiple demands

Benefits:

  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Vision Insurance
  • Short/Long Term Disability
  • Paid Vacation
  • 401k

EEO Statement:

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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