JOB TITLE: ATM/ITM Services Advisor

Department: Support Services

FLSA Status: Non-Exempt

Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law.

ABOUT THE ROLE:

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

We are looking for an ATM/ITM Services Advisor who is driven to make a positive impact on the employee and member experience. You are an advanced independent contributor, an engineer that holds advanced knowledge in area of expertise, a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

As a subject matter expert, the ATM/ITM Services Advisor is responsible for managing, implementing, integrating, maintaining, and administering the day-to-day operations of the ATM and ITM fleet. This position will provide strategic insights, innovation, and development initiatives to improve service quality and member experience to grow the business and provide exceptional value to internal teams and members. This role will bring and establish a service-focused and growth mindset. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!

WHAT YOU WILL DO:

• Collaborates closely with vendors, management, and branch leadership to monitor and enhance the ATM and ITM fleet performance, such as tracking and reporting ATM metrics, including usage volume, frequency of various machine failures and vendor field service performance, and monitoring availability and trouble-shooting issues.
• Provides ongoing branch communication support for outages, vendor escalated issues and support. Works closely with ATM networks and Core providers to assist in post-production validation of new ATM installations, software upgrades and new services, including reviewing the daily dashboard and reports any issues to leadership.
• Regularly participates in holistic decision-making processes within and outside expertise that advances business success; provides valuable input and critical thinking/analysis to mitigate potential risks and exposure and detect and prevent errors and omissions.
• Builds relationships and networks, internally and externally, and collaborates with cross-functional partners to ensure programs are current and align with industry standards.
• Research, build, and update the ATM and ITM programs that advance business objectives, including product fact sheets.
• Administers key ATM and ITM program systems and access.
• Performs third-party service providers’ due diligence, manages, and meets with vendors at least quarterly to ensure services align with the agreements and SLAs.
• Provides support, advises, and trains colleagues to execute the programs.
• Providing quality assurance measures such as audits and monitoring for effectiveness, updating program steps as warranted.
• Develops clear processes, identifies roles and responsibilities related to the program, and documents them in policies and procedures. As needed, completes and processes account maintenance and transactions to ensure business continuity.
• Keeps up to date on industry trends and anticipates future needs.
• Acquires and maintains working knowledge and industry best practices of applicable rules and regulations.
• Executes decisions with analytical details to align with the credit union's mission and core values.
• Identifies areas for improvement, makes recommendations and executes related solutions.
• Maintains reliable and punctual attendance.
• Demonstrates commitment to SCU Values.
• Other duties as assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• Associates degree or equivalent combination of work experience and education/training.
• Five (5)+ years of experience in transactional support services in the back-office bank or credit union industry.
• Knowledge of banking regulations and financial industry risk/exposure awareness.
• General understanding of EFTA, PCI, and a variety of dispute processing.
• Be able to work in a highly demanding environment while exhibiting professionalism, initiative, innovation, and resourcefulness.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Visio).

Preferred Qualifications:

• Bachelor’s degree or equivalent combination of work experience and education/training.
• Direct experience managing the operations of ATM and/or ITM’s within a financial institution.
• Advanced knowledge of banking regulations and financial industry risk/exposure awareness.
• Advance understanding of EFTA, PCI, and a variety of dispute processing.
• Financial Institution background.
• Solve complex card and account maintenance situations.
• Technology proficient.

Working Conditions:

• This is a hybrid role with work performed remotely as well as in an office and/or branch environment in the Greater Seattle area of Washington State.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.