Senior Specialist (ATM Ops Support)

Location:

Hours: Monday - Friday: 8:00 am - 4:30 pm, 1/2 day Saturday on a Rotational Basis

Location: Hybrid after Training: 2 days/week at Operations Center in Brooklyn, Ohio or Amherst, NY

Job Summary
The Senior ATM Operations Support Specialist is responsible for overseeing and ensuring the efficient operation, maintenance, and support of Automated Teller Machine (ATM) networks. This role involves managing complex technical issues, coordinating with vendors, and providing advance operational support to maintain high availability and security standards for ATM services.

Essential Functions

• ATM Network Management: Monitor and maintain ATM systems to ensure optimal performance and uptime.
• Technical Support: Provide advanced troubleshooting and resolution for hardware, software and connectivity issues.
• Vendor Coordination: Liaise with ATM manufacturers, service providers, and network partners to resolve escalated issues and implement upgrades.
• Compliance & Security: Ensure ATMs comply with regulatory requirements, security protocols, and industry standards.
• Process Improvement: Identify opportunities to streamline operations, reduce downtime, and enhance customer experience.
• Reporting & Analysis: Generate and analyze performance reports, transaction data, and incident logs to identify trends and recommend solutions.
• Project Support: Assist in ATM deployment projects, including installation, configuration, and testing of new machines or software updates.
• Training and Mentorship: Provide guidance and training to junior team members on best practices and troubleshooting techniques.

Education

• High School Diploma or GED (required)

• Bachelor's Degree or equivalent experience (preferred)

Work Experience

• Minimum 3 years of operations experience (required)

Skills

• Working knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.

• Extensive experience with customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Working knowledge of back-office operations; ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.

• Working knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.

• Extensive experience with the importance of meeting or exceeding established targets; ability to drive critical activities to completion.

• Extensive experience in understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.

• Extensive experience with approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Extensive experience with the concepts and principles of Gemba Kaizen methodology; ability to identify and eliminate manufacturing waste through iterative improvements to processes.

• Extensive experience with understanding the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations and interests accurately, and use this knowledge for purposes of performance effectiveness self-development.

• Extensive experience with successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.

• Extensive experience with collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

• Extensive experience with effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Basic understanding of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $24.00 - $25.00 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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