Address
Form of work
SalaryStandard work schedule: Monday - Friday 9:00-5:30 EST. All team members are assigned one half day on Saturday on a rotating basis (approx. every 6-8 weeks)
Team Culture
Payment and Deposit Operations fosters a culture founded on accountability, teamwork, leadership, intellectual curiosity and a balanced foundation between work and personal life.
Job Functions and Competency Overview:
Payment and Deposit Operations fosters a culture founded on accountability, teamwork, leadership, intellectual curiosity and a balanced foundation between work and personal life.
Job Functions and Competency Overview:
Responsible for providing ATM technical support for branches and vendors. Position focus is on technical/functional phone support to our internal Key Employees, contractors and vendors. This position is primary phone support for these applications. The ATM Support Desk hours of operations are 24/7.
Responsibilities/Competencies:
- Resolve incoming client calls based on departmental goals - minimum 88%.
- Maintain an average handle time of 8 minutes
- Perform initial problem determination by asking client troubleshooting questions in a systematic manner.
- Focus on the delivery of excellent service.
- Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
- Assess initial impact in incident record; set record priority level as well as escalates in a timely manner.
- Capture large scale customer group impact problem escalation opportunities’ in a timely manner.
- Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation.
- Detect patterns of callbacks affecting client or environment, assess impact and take action.
- Take ownership and responsibility of client technical/functional problems.
- Lead by example; independently makes decisions on course of action to get the client back in to production in a timely manner.
- Be a positive, professional resource for clients and support partners’.
- Utilize resources - knowledge, news alerts, senior associates and managers.
- Manage challenging calls, maintain control.
- Take opportunities’ to keep clients well informed during the call.
- Multitask when handling departmental group chats.
- Maintain the Service Manager knowledgebase with current ATM knowledge
- Gather data necessary for application specific reports
- Typical work hours are 9:00-5:30 EST (Monday - Friday) and additional hours as needed. All team members are assigned one half day on Saturday on a rotating basis (approx. every 6-8 weeks)
Preferred Qualifications:
- Basic knowledge of ATM Operations strongly preferred
- 1- 3 years of relevant work experience
- IT Associates, Bachelor’s degree or IT Certification preferred
- 1 to 3 years’ experience with ATM Support preferred
- Effective telephone skills
- Effective communication skills
- Ability to make sound decisions based on logical reasoning
- Commitment to team concept
- Effective problem determination skills
- Effective listening skills
- Ability to work in a fast-paced & high-volume environment
- Basic working knowledge of Service Manager preferred
About KeyBank:
Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.
