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Member Experience Specialist

2 months ago

New York, New York, United States Municipal Credit Union Full time
About the Role

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

Key Responsibilities
  • Operational Excellence: Pursue operational excellence, accountability, and reliability relating to ATM vendor management and service delivery, demonstrated by responsiveness, collaboration, and a relentless commitment to ensure 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 (SLA).
  • Risk Management: Proactively identify, analyze, and document risks/problems, recommend solutions, and initiate corrective action within predetermined SLAs.
  • Testing and Communication: Coordinate the testing and communication 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.
  • Vendor Maintenance Experience: 3+ years of ATM vendor first and second line maintenance support (preferably Diebold).
  • Additional Skills: Experience with Visa DPS ATM Processing, 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 and written communication skills, ability to navigate throughout various programs on a computer, ability to empathize with members and staff, and prioritize work.
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 and Communication Skills: Excellent interpersonal, oral, and written communication skills.
  • Time Management Skills: Ability to multi-task and good time management skills.
  • Integrity: Highly ethical and maintains the highest level of integrity with a member/internal customer first mentality.
  • Teamwork: 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.
  • Adherence to Requests: 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.