Job Details

Job Description

Under general supervision, is responsible for the execution and implementation of the strategy and service delivery for Automated Teller Machines (ATMs). Coordinates and oversees the installation, maintenance, and repair of ATMS to ensure smooth operation, functionality and security. Works closely with both internal teams and external vendors to manage ATM issues. This includes vendor management for cash replenishment and reconcilement, coordinating servicing and maintenance response, and network and regulatory site compliance. Serves as the primary administrator of the system utilized to monitor/measure vendor service performance and applicable service rebates.

Responsibilities

• Is responsible for implementation of the ATM strategy and service delivery. Coordinates and oversees all installation and deinstallation activities to include securing commitments and negotiating with vendors, contractors and support personnel. Coordinates communications for all partners and customers with respect to all ATM movements. Identifies issues, formulates recommendations, negotiates, resolves or escalates as necessary. Informs Manager on status and notifies of issues. Administers the ATM monitoring system to ensure complete and accurate monitoring and reporting. Implements enhancements to maximize the use of the monitoring system automation capabilities.
• Service Management: Evaluates and improves ATM performance by reviewing, analyzing and taking proactive measures using reports produced by the monitoring system and driver. Analyzes malfunctions, corrections and returns to service. Takes corrective measures and coordinates all follow-up activities to ensure recovery is completed in a timely fashion. On a regular basis, meets with Manager, vendors and other departments to troubleshoot and review actions taken to improve ATM performance. Ensures all ATM-related operating requirements and policies are documented (i.e., physical/encrypted keys) and updated, including stationery/supply requisitions.
• Operational Reporting: Reviews ATM operational daily reports, and as directed implements action plans to ensure ATMs are performing at peak levels. Assists with preparing reports for ATM performance metrics and an operational dashboard to communicate to management.
• Customer Dispute Resolution: Proactively researches communication and/or hardware issues which may lead to customer disputes. Researches and addresses all non-fraud and non-Bank of Hawaii customer disputes that involve withdrawal or cash deposit issues at Bank of Hawaii ATMs.
• Executes daily servicing and maintenance of Bank of Hawaii's ATM network, including the monitoring of vendor service performance. Responsibilities include service level compliance, contacting vendors for follow-up and resolution of outstanding issues, scheduling preventive maintenance calls, cash replenishment/reconciliation, and assisting branches/retailers with ATM performance issues. Must be available as escalation point for vendors on evenings, weekends, and holidays as required.
• Performs all other miscellaneous responsibilities and duties as assigned.

Qualifications

• Bachelor's degree from an accredited institution or equivalent work experience.
• 3 to 4 years of business experience with a minimum of 1 year of ATM or related experience, and 2 years of vendor and project management responsibility, preferably in the financial services industry.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel and Power Point) or similar software. Knowledge of or ability to use Bank software and systems. Technical ATM experience and experience with training other technical professionals. Requires general knowledge of financial practices.
• Excellent communications skills and ability to interact with customers professionally, including verbal, written, inter-personal and presentation. Proven organization and project management skills. Must be able to work both independently and in a team environment, with a sense of urgency to meet deadlines. Excellent problem- solving skills and attention to detail, good planning and organizational skills. Demonstrated interpersonal skills with the ability to work across departments and divisions and build/maintain strong working relationships. Must be able to work flexible hours including holidays, weekends and evenings as needed or assigned. Must be able to provide own transportation and ability to commute and arrive at intended destination in a timely manner and/or as required. Off-island travel will be required.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit