ATM/ITM Operations Specialist

Job Description

Job Description

CLASSIFICATION: Non-exempt

REPORTS TO: Card/ITM Services Manager

DATE: April 25, 2025

JOB DESCRIPTION

Summary/Objective

The ATM/ITM Operations Specialist is responsible for managing, maintaining, and optimizing the company's network of Automated Teller Machines (ATMs) and Interactive Teller Machines (ITMs). This includes overseeing daily operations, ensuring proper servicing and maintenance, managing vendor relationships, supporting branches and staff, and analyzing system performance for continuous improvement.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Acts as the main point of contact for branch and digital teller staff, dispatching technicians, and coordinating 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 periodic reports for senior management on the utilization and performance of the ATM/ITM network.
• Perform balancing for ATMs and ITMs, monitoring and resolving discrepancies or errors.
• Lead projects for new machine deployments, upgrades, or system changes, including testing and validation of new installations.
• 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.

Other Duties

• Conducts performance evaluations of vendor services and recommends improvements.
• Assists with compliance reporting and audit preparation related to ATM/ITM operations.
• Trains team members on operational procedures and maintenance techniques.
• Other duties as assigned.

Skills/Abilities

• Strong organizational and interpersonal skills.
• Proficiency with Microsoft Office applications, particularly Excel and Word.
• Basic knowledge of computer systems and ATM/ITM operations.
• Familiarity with Regulation E compliance requirements.
• Analytical skills for identifying and resolving service or performance issues.
• Stay informed on developments in ATM/ITM systems and make recommendations for network expansion or upgrades.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This job operates in both office and onsite settings, requiring routine use of standard office equipment and occasional travel to ATM/ITM locations. The opportunity to telework is not available.

Physical Demands

The position requires manual dexterity, lifting lightweight items, and occasional bending or stooping during ATM/ITM servicing tasks.

Travel

Travel is required for servicing ATMs/ITMs within the bank’s footprint and vendor coordination.

Education and Experience

• Three to five years of experience in a financial institution or related field.
• Strong problem-solving skills with attention to detail.
• Associate's degree or demonstrated equivalent experience.
• Familiarity with ATM/ITM (NCR/Diebold) systems and digital teller operations.

For Applicants located in Alexandria, Virginia (VA): The anticipated salary range for this position is $24.00 - $30.00 an hour.

The ranges listed for Virginia represent the good-faith compensation the Company reasonably expects to pay for the position at the time of posting. Actual compensation will be determined based on factors including, but not limited to, the candidate's skills, qualifications, experience, education, certifications, internal equity, and business needs. This position may also be eligible for additional compensation, such as bonuses or incentive pay, where applicable.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.