ATM Operations Specialist

Location: Rockville, MD
Date Posted: 05-02-2018
ATM Operations Specialist
Rockville, MD
To apply:
The ATM Operations Specialist is responsible for performing operational support duties of the ATM / ITM fleet.  Assisting the Manager of Payments & Card Services as directed by performing ATM cash and deposit reconciliation duties, monitoring ATM / ITM status and currency usage, assisting in the proposal and installation process, and investigating ATM related electronic fund transfer (EFT) disputes or fraudulent issues.  This position will also be responsible for cash replenishments, ordering supplies, maintenance of ATM / ITM machines, support for branch centers and ATM related vendors, including phone support and assistance with ATM / ITM training as needed. Occasional travel, both local and out of town.
  • Responsible for the prompt and accurate processing and settlement of ATM transactions deposited by members on a daily basis, timely processing of credit union’s bank by mail transactions, applying the proper holds and/or memos and other deposit related functions.
  • Monitor First Data Tracker Online system to ensure that ATMs / ITMs are functioning properly including coordinating with vendors any repairs, supplies and software upgrades.  Document ATM maintenance information as necessary. 
  • Oversee service vendor relationships to ensure service issues are resolved quickly, troubleshoot problems and escalate issues as required and ensure all calls made to the ATM Incident Manager Application are properly documented and followed through to a final resolution, as well as ensure the ticket system is updated with accurate and timely information.
  • Oversees ATM cash management including ATM balancing and reconcilement.  Monitors cash availability for ATMs, forcasts ATM cash usage and manages cash replenishements.
  • Oversees armored courier management including confirming cash load, opening service requests, following up on open service requests and escalating overdue service requests, as well as research notifications of ATM shortages, file claims with armored courier as required, manage open claims and ensure that payment is received and review armored courier invoice discrepancies to determine steps necessary to resolve the discrepancy.
  • Initiate communication with supervisors and / or managers of other departments in the credit union as needed to resolve issues related to ATM Operations.
  • Responsible for ATM/ITM disputes, claims and account adjustments via the STAR network and corrections on member accounts in a timely manner.  Submit necessary claim documentation to the Accounting Department for general ledger reconciliation.
  • Keep department manager abreast of any suspicious activity that may cause the credit union to sustain a loss.
  • Prepares reports for management and other departments on ATM and card programs. Compiles data and assists in preparing monthly productivity reports.
  • Maintain a working knowledge of the duties and responsibilities of other positions within the Payments & Card Services Department and act as a backup when necessary.
  • Assist Risk Management with fraud control programs and procedures related to ATM and cards.
  • Remains knowledgeable of and adheres to the company’s policies and procedures, and all applicable regulations.
  • Acts as Subject Matter Expert in ATM Operations training for internal department staff and frontline staff.
  • Participate in cross-functional work groups to implement organizational initiatives as required.
  • Ensure that work results and processes comply with relevant laws and with established policies, procedures, and practices.
  • Access member or employee personal and financial information only as required by the job. Maintain the confidentiality and security.
  • Report to the position supervisor, the Security Officer, the Audit/Compliance Manager, or the Director of Risk Management any actual or suspected fraud or financial dishonesty or wrong-doing involving member transactions and employees.
  • Perform other related work as assigned by the Manager of Payments & Card Services and display initiative using available resources to achieve established goals.


Associate Degree in Accounting, Finance, Communications or related field.  A high school diploma and equivalent experience in financial industry, preferably in ATM card operations, retail banking or Accounting totaling 3 years may be substituted in place of a two-year degree.  A working knowledge of federal rules and regulations as they apply to credit unions, banks and financial service organizations. Ability to prioritize and handle multiple tasks as well as work effectively under pressure and to meet deadlines. Employee must have strong attention to detail, excellent interpersonal, communications, problem-solving, analytical and member service skills required. Employee must possess an understanding of how to operate standard office equipment, and perform at an intermediate-level in Microsoft Office Excel, Word, Outlook and additional proprietary applications. Employee must be able to perform in computer intensive environments, comprehend the interaction of electronic system interfaces, and possess intermediate-level skills to retrieve and convert the form of electronic data into a format useful in other productive operations.
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