Responsible for the monitoring of product operation and ensuring the efficient operation of the products, maintaining accurate records, and providing exceptional support to both internal teams and customers. Assists but not limited to cash replenishment, account reconciliation, training, and support.
1. CTM Monitoring Status & Updates
Continuously monitor the status and performance of deployed CTMs via CTM Webtool & other related dashboard.
Monitors and analyzes reports to track CTM performance and identify trends or recurring issues as follows;
Cash Replenishment:
Coordinate with cash management and security teams to schedule and execute cash replenishment operations.
Maintain detailed records of cash levels, replenishment activities, and discrepancies.
Implement security protocols to safeguard cash during transportation and replenishment.
Account Reconciliation:
Perform daily, weekly, and monthly reconciliation of ATM transactions to ensure accuracy.
Investigate and resolve discrepancies between ATM records and bank statements.
Prepare reconciliation reports and provide recommendations for process improvements.
Collaborate with the finance team to ensure accurate financial reporting and compliance.
2. Training and Support:
Provide training and guidance to CTM Operators on operational procedures, software usage, and troubleshooting techniques.
Develop and update training materials, manuals, and best practice guides.
Assist in the development and implementation of new ATM-related projects and initiatives.
3. Customer Support:
Respond to customer inquiries and issues related to ATM transactions, balances, and functionality.
Provide exceptional customer service by resolving issues promptly and professionally.
Identify and troubleshoot issues such as connectivity problems, hardware malfunctions, and software errors.
Coordinate with technical support teams to resolve issues promptly and minimize downtime.
Escalate complex or unresolved issues to appropriate departments for further investigation.
Job Qualification
-4 years graduate of any related courses &/or technical certification or degree preferred.
-Knowledge of ATM operations & support, experience similar role with a focus on onsite field and support activities, cash reconciliation, and maintenance.
-Strong understanding of ATM hardware, software, and networking concepts, with proficiency in diagnosing and troubleshooting technical issues.
-Background in reconciliation, replenishment and ATM cash loading is a plus factor.
-Excellent communication and customer service skills, with the ability to interact effectively with stakeholders at various levels.
-Ability to work independently and manage multiple tasks simultaneously while adhering to tight schedules and deadlines.
-Willingness to travel extensively nationwide and respond to emergency service calls on short notice, with a valid driver's license and clean driving record.
-Strong communication and interpersonal skills
-Field Works
-Other tasks may be assigned by the lead & manager's