Transactions Specialist

Job Description

Introductory Market Language Banking Center Services (BCS) is a critically important organization within Consumer & Community Banking. BCS ensures operational success Job Summary As a Transactions Specialist within the Banking Center Services, you will be responsible for ensuring operational success for the ATM channel, payment applications, branches, and other products and services. You will provide Level 1 support for ATM and Payment Applications, manage ATM/IMCC incidents, and respond to inquiries by telephone or email. This role provides an opportunity to work in a dynamic, fast-paced environment and make a significant impact on our business. Job Responsibilities Manage ATM/IMCC incidents to ensure timely resolution and appropriate comments and escalation. Research ATM performance/health and resolve ATM failures, such as ATM load/reboot. Request or escalate ATM vendor service and cash replenishment. Provide Level 1 application support to other lines of business. Respond to inquiries by telephone or email, taking ownership of issue resolution for internal/external clients. Analyze details and research using multiple systems to resolve problems via telephone/email, including outbound calls for client satisfaction. Approach each contact as an opportunity to educate the caller on process, product, and system information to reduce repeat contacts. Use thorough product/process knowledge to resolve unique or challenging inquiries/problems. Maintain strict adherence to established risk procedures and ongoing risk education. Follow customer authentication procedures and ensure staff procedures align with established risk protocols. Report privacy breaches following established risk procedures and complete assigned risk training on time. Required qualifications, capabilities and skills Candidates should possess technical qualifications or skills. Graduates with B.Tech, MBA, or BCom degrees are eligible. Experience in Level 1 incident management is required. Must have excellent written communication skills. Strong prioritization and time management abilities are essential. Ability to communicate effectively with all levels of leadership. Proficiency in MS Office is necessary. Must be able to work collaboratively within a team. Ability to maintain confidentiality and multitask efficiently. Flexibility to adapt to changes is important. Must have a scorecard rating of "Meets Expectation" and should not be under any corrective action, along with a good attendance record.