TCM Support Specialist

2 months ago

Wilmington, United States Wilmington Savings Fund Society Full time

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

A division of WSFS Bank, Cash Connect is proud to be a leading national provider of ATM Cash Management and Deposit Safe Services. Cash Connect’s continual commitment to innovation has helped our clients remain at the forefront of change. The ATM Industry Association (ATMIA) and ATMMarketplace.com have honored Cash Connect with their prestigious Award for Excellence. Cash Connect continues to reinvent service vendor management, ATM Cash Forecasting, and Vault Cash resale. 

The TCM Support Specialist will be part of the ATM Help Desk team, a unit responsible for providing customer support via telephone, email, and online ticketing system. The incumbent will manage service vendor relationships to ensure service issues are resolved quickly, and keep customers and vendors updated using company supported computer applications and platforms.

Job Responsibilities:

  • Troubleshoot problems and escalate issues as required.
  • Ensure all calls made to the ATM Help Desk are properly documented and followed through to a final resolution.
  • Ensure the ticket system is updated with accurate and timely information. This will include type of service, estimated resolution times, billing status and service resolutions.
  • Assist in armored courier management including confirming cash load, opening service requests, following up on open service requests and escalating overdue service requests.
  • Assist with research notifications of ATM shortages, file claims with armored courier as required, and manage open claims.
  • Ensure that invoice payments are received and review armored courier invoice discrepancies to determine steps necessary to resolve the discrepancy.
  • Direct, control and management of order fulfillment with vendor services of armored carriers.
  • Deliver solutions and meet customer demands with exceptional customer service.
  • Meet department performance standards and benchmark service levels.
  • Manage customer portfolio’s and be a liaison for total cash management and armored car management
  • Provide prompt and proactive communication and updates
  • Manage the entire Deinstall Process of terminals: orchestrating scheduling between vendors, following up to resolution and providing residuals to Settlement team.

Minimum Qualifications:

  • Bachelor’s Degree preferred or equivalent work experience.
  • Experience in the ATM industry is preferred.
  • Must have 1-3 years of customer service experience. Call center experience is strongly preferred.
  • Must be proficient with Windows and Microsoft software products.
  • Experience with service ticket application is a plus and the ability to move between applications. 
  • Candidate must have a typing speed of 50 wpm.
  • Must have strong problem solving & analytical skills (ability to walk techs in the field through written procedures over the phone to resolve issues).
  • Must have strong telephone skills/etiquette and strong oral and written communication skills.
  • Must have the ability to work in a fast paced environment and have the ability to multi-task and jump from issue to issue.
  • Must have the ability to work extended hours as needed.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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