ATM/ITM Operations Specialist

Position Summary
The ATM/ITM Operations Specialist is responsible for managing, maintaining, and optimizing the company's network of Automated Teller Machines (ATM's) and Interactive Teller Machines (ITM's). This includes overseeing daily operations, ensuring proper servicing and maintenance, managing vendor relationships, supporting branches and staff, and analyzing system performance for continuous improvement. The individual is also responsible for providing TRB Live tellers with support with questions, system issues, and training. This individual is also responsible for TRB Live reporting.

Principal Duties And Responsibilities

• Acts as the main point of contact for branch and TRB Live teller staff.
• Monitors and/or dispatches technicians as needed and coordinates Managed Services tickets to troubleshoot and repair ATMs and ITMs.
• Coordinate the proper installation, servicing and maintenance of the ATM/ITM fleet; provide technical support and manage vendor relationships.
• Analyze performance metrics and prepare monthly reports for senior management on the utilization and performance of the ATM/ITM network and TRB Live Teller performance.
• Lead projects for new machine deployments, upgrades, or system changes, including testing and validation of new installations.
• Manage ATM/ITM fleet inventory level to ensure operational excellence.
• Manage the cash-in-Transit (CIT) process and vendor service-level agreements (SLAs).
• Support internal teams with ATM/ITM-related tasks, such as transaction research and technical troubleshooting.
• Conduct performance evaluations of vendor services and recommend any improvements.
• Trains team members on operational procedures.
• Manage TRB Live teller resources to ensure we have sufficient staffing for service hours Monday through Saturday.
• Engage with other teams to promote the ATM and ITM's to engage customer usage.
• Stay informed of, and ensure the satisfactory resolution of, any customer complaints related to the ATM/ITM program and TRB Live transactions.
• Develop and maintain procedures related to the servicing of the ATM/ITM fleet.
• Excellent customer service and interpersonal skills demonstrated through TRB Live interactions.
• Assist customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.
• Balance teller drawer, verify accuracy of posted transactions.
• Promote the bank's products and services; consistently cross-sell bank products at every opportunity.
• Consistently present a professional image while conveying positive banking and customer service experience in effort to solve customer problems.
• Responsible for keeping up with industry changes in all new technology to ensure the Bank is offering the most relevant experience to its clients.
• Responsible for maintaining a consistent brand image for the bank.
• Monitor video to review ITM staff performance and provide feedback. Can we do this

Other Responsibilities

• Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures.
• Must have excellent analysis, observation, and decision-making skills.
• Individual should be able to work under high pressure situations and a stressful atmosphere and remain composed.
• Comply with federal and state regulations as well as all established Bank policies and procedures.
• Other duties as assigned.

Qualifications, Education And Experience Requirements

• Bachelor's Degree (preferred) or equivalent work experience.
• 2 to 3 years of banking experience preferred
• Excellent analysis, observation and decision-making skills.
• Highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly aligned.
• Demonstrated ability to lead, motivate and influence others; supervisory experience preferred.
• Excellent interpersonal and communication skills are necessary for maintaining effective relationships with Board members, officers, employees, and members of the business and civic community.
• Ability to use a personal computer and knowledge of Windows based software.
• Good problem-solving skills and solid decision making, effective communication, prioritization and organization of work activities.
• Ability to multi-task
• Mental concentration is necessary for handling frequent interruptions and working in a fast-paced environment.
• Position can be mentally and physically stressful, require standing for most of the workday, and requires lifting, carrying, or moving heavy objects weighing up to 25 pounds.
• Must be able to work flexible hours as scheduled Monday through Saturday.
• Must be able to be physically present in the Bank to perform job duties.
• Texas Regional Bank is an Equal Opportunity Employer.