Associate Customer Intelligence ATM Technical Support

The Associate, Customer Intelligence & Operations (ATM Technical Support) ensures optimal and confident customer experience when using an automated teller machine (ATMs), intelligent teller machine (ITM), payment stations or any self-service device through continued monitoring of all operational aspects and coordination & oversight of technical services. This position is hybrid and is based in our Oriental Center facility in San Juan, PR. Occasional travelling all across the island may be required.

MAJOR DUTIES & RESPONSIBILITIES:

Responsible of the monitoring of the self-service stations, network, products, services and related systems.
Provide immediate response and first level technical support to each self-service station alert in order to restore the service
Analyze and troubleshoot remotely general failure conditions, escalate and register incidents to vendors for technical assistance and intervention and keep track of incidents until its resolution,
Assure transactions performed at the self - services devices are process and posted properly to our customers and provide immediate response of any incidents that may occur, contact internal personnel to notify incidents in order to avoid and mitigate customers impact and to achieve a confident customer experience.
Recommends upgrades to self-service devices' hardware and software systems,
Coordinates equipment, hardware and software downtime for maintenance, troubleshooting and software upgrades.
Implement approved upgrades in accordance with financial institution policies and procedures.
Coordinates different activities with vendors, management and regulatory authorities regarding ATM installations, technical services and atm driving.
Support and implement Self Services initiatives and strategies from time to time.
Other duties may be assigned.

EDUCATION AND EXPERIENCE:

Associate or bachelor's degree in business administration required.
Two (2) years of experience in a financial institution preferably in a Teller, Branches or ATM operational related role
Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
Analytical, proactive problem solving, organized, detail oriented and able to multitask while meeting & observing service levels standards.
Able to communicate effectively and clearly with a broad range of employees across the organization, as well as external vendors.
Innovation and flexibility for meeting the demands of an ever-changing market.
Excellent written and verbal communication skills in English and Spanish with a demonstrated ability to write communications clearly, concisely and effectively.
Computer proficiency required. Knowledge of MS Office and other business applications preferred.
Available to occasionally travel island wide to support and oversee external vendors.

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

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