About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.GRADE: 8Responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower; Responsible for ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)
- Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
- Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Zone and Circle office)
- Provide assistance to the team to meet the daily operations parameter & customer Service Level Agreements (SLA); in providing performance feedback on Services, strengthening teamwork culture, and fostering open and effective communications.
- Provide assistance to the Central Reconciliation team and coordinate between Bank and Internal team. To maintain daily records of Claims received from bank and support internal team to settle and resolve those claims
Basic Qualifications
Any Graduate/or technical training/certification3-8 years of related experience
Preferred Qualifications
Associate’s Degree preferredCustomer Service Representative: Job Description for grade 6, 7 & 8
Customer Issues Identification
Actively listening to customer enquiries and understand the issues. Identify root cause and resolve them and respond to Customer enquiries via Phone/Email. Clearly communicate resolution and next steps to customer. Build a customer relationship. Coordinate with bank for bank Dependencies and Approvals. Actively participate in customer daily internal meetings and prepare summary document and submit to seniors/operation teams.
Resolve Customer Issues.
Review Customer data records and update NCRA team. Monitoring of Daily Issues reported by Customer and Provide resolution with the coordination of NCRA Operations team and Bank. Resolve non-technical/operational issues promptly and seek assistance seniors if not resolved. Monitoring of Machines uptime using customer tool like ESQ and inform to NCR Operation/Field team for Action. Audit of Machines/Sites thru Portal Like ES portal/ESQ Portal. Track and Report on key customer matrices to the customer. Document all Customer Interactions and Resolution in System internally as well as in customer tool. Coordinate with service provides/vendors to ensure timely resolution. Handle customer complaints and escalate complex issues to Seniors/CSMs.
Invoice Tracking And Payment Collections
Invoice submission with supporting documents. Identify billing & payment related issues and highlight to AR and CSM team. Prepare and submit consolidated list of enquiries and submit to CSM team. Follow-up for payments and arrange payments advise.Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
