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JOB FUNCTION / SUMMARY:
Monitors the Automated Teller Machine (ATMs) network to insure we meet our 98% Service Level Agreement (SLA). Monitors and dispatches, creates work orders to the proper parties to ensure that the ATM's are responded to quickly and trains all new specialist on the following duties.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Monitors ATM/Base 24 system.
- Provides reports to supervisor on request.
- Monitors Gasper with any issues received from the ATM's and keep the software up to date.
- Trains and works with third party vendor technicians.
- Maintains databases with all technical information needed to work within the ATM system.
- Maintains and keeps current all information to included, but not limited to, ATM IP addresses, site numbers, mas lock serial numbers and all circuit information.
- Works with branches and vendors to keep the ATM system up and working.
- Notifies the Network Operations Center (NOC) if any branches are having communication issues or ATM's are having communication issues.
- Provides training documentation for branches to allow the Gasper system to notify the branch of ATM outages.
- Provides support for all new ATM installations and de-installations.
- Provides support to technicians in the field having issues bringing an ATM back to a live state.
- Attends meeting with vendors to ensure that all contractual duties are being followed.
- Ensures that Bank is being billed correctly for ATM Service Issues.
- Uses good customer service skills in both defusing issues and escalating issues with vendors and Bank employees.
- Delegate duties to vendors who support the ATM/Checkcard system.
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
- High school diploma or general education degree (GED); one year related experience and/or training; or equivalent combination of education and experience
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
- Ability to write routine reports and correspondence
- Ability to speak effectively before groups of customers or employees of organization
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
- Ability to apply concepts of basic algebra and geometry
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to learn or knowledge of Microsoft Office products including Microsoft Word, Excel, Access, PowerPoint, and Outlook email program
- No specific certifications, licenses, or registrations are needed to satisfactorily perform this job
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
- Ability to work under stress and meet deadlines
- Ability to operate related equipment to perform the essential job functions
- Ability to read and interpret a document if required to perform the essential job functions
- Ability to travel if required to perform the essential job functions
- Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Top Skills
What We Do
We create opportunities for our clients and the communities we serve. We offer a wide array of banking and financial services at locations in Alabama, Florida, Louisiana, Mississippi and Texas. Through a steadfast commitment to our century-old core values we’ve created a company culture built around respect, diversity and teamwork that recently landed Hancock Whitney on Forbes’ list of America’s Best Midsize Employers. Our core values are lived out by the actions of our associates throughout our footprint. Commitment to service is not just something that we say on a poster. Its lived out in the actions of the women and men that seek to provide exceptional service every day in our local communities.
