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ATM Monitoring - Operation Sr Spec I (Westerville, OH)

Job Description

This role is part of an exciting area of Chase responsible for successful Automated Teller Machine (ATM) performance and issue resolution.  ATM is a highly critical focus for Chase and our banking strategy.
The ATM Operations Specialist – Level 1 Agent is critical to pro-actively manage our ATM fleet performance and customer experience. 
 
Team members in this role will:
  • Actively own and resolve ATM incidents that are generated via the standard monitoring tools, working closely with ATM vendors and other internal or external partners
  • Provide excellent customer service
  • Ensure incident documentation is well-written and easily understood and actionable by vendors and partners
  • Ability to develop extensive knowledge of ATM processes and technology
  • learn quickly and utilize a number of supporting systems; effectively multi-task.
  • Demonstrate the Shared Values and Behaviors(Service, Collaboration, Innovation, Ownership and Integrity) when working with customers and fellow employees to create a positive customer experience and working environment
  • Operates within standard operating procedures and guidelines

Pro-actively manages ATM incidents to ensure timely resolution and appropriately document comments and escalation.  Common tasks include:
  • Researching ATM performance/health
  • Resolving ATM failures (e.g., ATM load/reboot)
  • Requesting or escalating ATM vendor service
  • Requesting cash replenishment
 Maintain strict adherence to established risk procedures and on-going risk education:
  • Follow customer authentication procedure and ensures staff procedures are in line with establish Risk protocols.
  • Report privacy breaches following established risk procedures.
  • Completes assigned risk training on time. Ensure staff is risk compliant according to Risk policies and procedures.
  • Assist in the daily, weekly, and monthly assessment of AMG Risk avoidance.
60%
Receives and resolves incoming telephone service calls within SLA:
  • Responds to vendor or Chase Security calls
  • Responds to Branch or Off Site Store Location calls
  • Document calls using standard tools
40%
Special projects as assigned, including:
  • Continuous improvement projects
  • Other assignments
Assigned by manager

 
Level 1 Agent works with Level 2, Level 3 and Supervisors to evaluate and resolve issues, and escalates to Vendor Escalation Team as necessary.  Level 1 will also work with ATM Business Support to provide feedback on the toolset.
  • Proficient verbal and written communication skills
  • 1+ year help desk or call center skills
  • Analytical and problem solving skills
  • Ability to follow guidelines and procedures
  • Strong customer service skills
  • Ability to adopt and implement changes quickly
  • Attention to detail
  • Influencing skills for improving vendor delivery
  •  Negotiating skills to facilitate resolving issues.
  • Understanding of when to escalate for timely issue resolution
  • Courageous with making decisions for customer satisfaction
  • Problem solving skills
Req #: 160038173
Location: Westerville, OH US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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