BCS AMG Transactions Specialist III

Job Description

Job Description for CTO - BCS Transaction Specialist III (440) ATM Monitoring Group JOB DESCRIPTION: Banking Center Services (BCS) is a critically important organization within Consumer & Community Banking. BCS ensures operational success for the ATM channel, payment applications, branches, and other products and services. The ATM Monitoring Group (AMG) and Integrated Monitoring and Control Center (IMCC) teams within BCS is a 24x7x365 operations team that is seeking a specialist for our Bengaluru, India locations. The specialist is responsible for all activities performed during the C Shift (Shift Adherence). Key activities include Level 1 support for ATM and Payment Applications which is inclusive of automated monitoring, issue discovery, triage, and communication. REQUIREMENTS:
• Excellent Verbal and written communication skills
• Prior Training/coaching experience would be preferred
• Ability to work in fast paced environment
• Self-Starter, Flexible and Willing to Stretch for Business Needs
• Team player and willing to learn from peers
• Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
• Strong problem solving and decision-making skills
• Organizational skills and ability to multi-task
• MS office skills
• Ability to engage with people immediately and build relationships
ROLES AND RESPONSIBILITIES: Manages ATM/IMCC incidents to ensure timely resolution and appropriate comments and escalation. Common tasks include:
• Researching ATM performance/health, Resolving ATM failures (e.g., ATM load/reboot), Requesting or escalating ATM vendor service, Requesting cash replenishment
• Provide L1 application support to other LOBs
• Respond to inquiries by telephone or email for internal/external clients taking ownership of issue resolution.
• Analyze details and research utilizing multiple systems to resolve problems via telephone/email. Resolution may require outbound call to fully resolve concern and ascertain client satisfaction.
• Approach each contact with an opportunity to educate the caller with process, product and system information to reduce repeat contacts and enhance customer experience.
• Uses thorough product/process knowledge to resolve unique or challenging inquiries/problems.
• Maintain strict adherence to established risk procedures and on-going risk education.
• Follow customer authentication procedure and ensures staff procedures are in line with establish Risk protocols.
• Report privacy breaches following established risk procedures.
• Completes assigned risk training on time.
• Ensure staff is risk compliant according to Risk policies and procedures.
• Assist in the daily, weekly, and monthly assessment of AMG/IMCC Risk avoidance.
• Escalates concerns to appropriate production area and or vendor partners when necessary to ensure speedy resolution and customer satisfaction.
• Problem resolution may require deviation from established scripts and protocols to resolve issues. Advocate for the best solution for the customer.
• Ability to work and make decisions with minimal supervision. Assist other team members with problem resolution to create a team synergy focused on the customer concern.
• Maintain strong client relation skills to support difficult telephone calls.
• Act with independent decision making to provide resolution.
• Ability to communicate clearly with a variety of internal/external clients including senior management.
• Identify/notify risk trends and patterns to AMG/IMCC Management, IT or Vendor Management.
• Complete on-going service / process education to maintain and strengthen the customer experience through excellent quality.
• Adheres to CTO established service standards to meet quality monitoring, instant feedback, and VOC goals.
• Participate in site projects as SME for service enhancements of system and processes.
• Participates and leads continuous improvement activities.
• Escalate customer issues/trends as needed to supervisor/operations manager to ensure all factors have been explored for customer satisfaction. Engagement of other LOB s teams to facilitate a customer focused solution
• Assist in assigned training activities of Level 1 and Level 2 Agents
• Lead and/or provide support of all Continuous Improvement activities.
• Attend monthly PMRs-Production Management Reviews
• Participate/lead the Q-board team
• Provide suggestions and assist Q-Board Team Members on implementing process improvements with JDI/MWIs.
• Provide management with suggestions and feedback on process improvements using known CI Tools and Best Practices.
• Demonstrate the Shared Values and Behaviors when working with customers and fellow employees to create a positive customer experience and Continuous Improvement working environment.
• Participate in turnover call and process/business related meetings
ESSENTIAL SKILLS, QUALIFICATION AND EXPERIENCE
• Preferably candidates with Technical qualification/skills
• B.Tech, MBA, BCom graduates will also be considered
• Prior Level 1 incident management experience is preferable
• Excellent written communication skills
• Prioritization and time management skills
• Ability to effectively communicate across all levels of leadership
• Proficient in MS Office.
• Ability to work within a team
• Ability to maintain confidentiality, ability to Multi task
• Flexible to change
• A Scorecard rating of Meets Expectation
• Should not be on any corrective action
• Good Attendance record
,

Keyskills :
incident managementproblem solvingcustomer focustime managementteam synergy