ATM/Debit Card Rep I

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025. 

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.  

HOURS FOR POSITION: Monday - Friday 8:30am-5:00pm.  

Hiring Range - $23.06-$28.83

SUMMARY OF POSITION: 

This position is responsible for tasks related to the processing of settlement outages related to the daily reconciliation of Proprietary ATMs and multiple network activity regarding debit card transactions with Automated Teller Machine (ATM) activity and debit card activity. This is a direct member support role in back office operations that requires effective, knowledgeable and professional service to members and frontline staff, typically by phone or email.

Daily production requires the Representative to possess knowledge of network routing regulations in a multi-network environment. Duties include research required to resolve inquiries or unusual events, knowing when to effectively and appropriately utilize other internal resources to aid in resolution without direct supervision.

In addition to daily tasks, the position requires assistance with special projects or ad hoc initiatives, and cross-training of the team’s production tasks.

This position requires an in-depth knowledge of accounting principles.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS: 

1. Provides timely and effective service to members and Tower staff in relation to proprietary and network communication to include operational and technical support.
2. Researches differences the Accounting Department has determined as a result of reconciling all ATMs and all daily ATM and Debit Card network activity to provide an accurate accounting of multiple general ledger accounts and substantiate Tower’s financial position relative to that activity. Post transactions to members’ accounts to offset corresponding GL accounts when outages are found.
3. Researches and documents outages for all remote ATMs.  Reconciles to our ATM service vendor’s weekly dispense figure and balances the vault cash account to properly state Tower’s cash position.
4. Completes member requests for maintenance and account access to enable the use of all physical ATMs and all debit cards.  This must be completed in a timely and professional manner that effectively meets the members’ service needs while in compliance with Tower’s policy, procedures and State and Federal regulations.
5. Monitors transaction activity and the multiple related general ledger accounts. Researches error resolution requests and adjusts member accounts in accordance with Tower’s standards and procedures as well as following all Federal regulation guidelines; specifically Reg E. Provides written documentation that communicates the resolution in a timely and professional manner. Locates, researches, and completes network adjustment claims on a multi-network level through Data Navigator. Provides proficient communication either orally or in writing to inquiries by members and Tower representatives.
6. Identifies and researches inconsistencies between the transaction totals and the source documentation and prepares the related adjustment entries to the network and/or member accounts to rectify the terminal discrepancies. Researches and posts all outages pertaining to ATM daily activity within the required timelines. Reconciles the remote ATM’s cash dispense figure and balances against the vault cash account to properly state our cash position.
7. Records daily, monthly, quarterly and annual statistics utilizing reports and OnBase, or a similar software application, to accurately reflect Tower’s transaction volumes detailed by network, foreign and member activity on proprietary machines, by BIN, signature vs. PIN, income and expense accrued for all card types.  The statistical information is then formatted for review by Senior Management, Product Planning, Accounting and Member Services leaders.
8. Performs maintenance on debit card processor system and standalone systems, to ensure proper functionality of all member owned debit cards.
9. Verify requests for debit card orders using report verification in accordance with Tower policy and procedures in compliance with Federal regulations. Verifies debit card hot-carding (deactivation) reports as requested by the member, a Tower representative or through the Falcon report.

LEVEL II –Also includes a number of the types of responsibilities outlined below:

      10.  In a leading role acts as liaison with numerous networks and vendors in regard to processing errors, data base changes and network applications as appropriate.

       11. Independently researches, analyzes, compiles and reports any technical or operational processing errors to the department Senior or Manager.

        12. Working with Senior provides training, overviews and department procedure input for all job responsibilities within Debit Card Services and for other departments as appropriate.

         13. Prepares mandatory quarterly and annual reporting for networks as required to Tower’s network processor, which provides Tower’s ATMs, Debit Card and Member account disposition.  The information is used to calculate the per transaction charges as well as provide a growth estimate for processing any rebates due.

          14.  Acts as a liaison with Tower’s remote ATM service provider to ensure that all remote machines maintain adequate cash availability and remain functional 24 hours a day, 7 days a week.

           15.  Ensures timely cash ordering from the Federal Reserve, which is delivered to Tower’s remote ATM service provider, in order to maintain an adequate vault cash figure.

            16.  Assists in the implementation, software verification and testing process for all ATM upgrades and additions. Assists in testing the integrity of Tower’s Core Software vendor’s releases and patches in relation to debit card servicing to assure that all commands, macros, etc are functioning properly.

             17. Assists in researching, analyzing and compiling any factors or common denominators associated with any program errors, which are then communicated to the appropriate software vendor for modification. Communicate all findings to the Senior as needed.

REQUIRED QUALIFICATIONS:

Education & Experience

Level I:

• High School diploma or equivalent with 2 – 3 years related experience.

Level II:

• 2 year AA degree preferred and minimum 4 – 5 years related experience.
• In lieu of AA degree, a H.S. diploma or equivalent with a minimum 5 – 7 years related experience.

Note: Must meet all required competencies within a specified timeframe in order to promote to the next level.

COMPETENCIES: 

• Ability to operate a 10 key calculator to add, subtract, multiply, and divide.
• Ability to apply concepts of fractions, percentages, ratios, and proportions to practical situations.
• Ability to proficiently reconcile and balance transaction records and resolve any differences.
• Ability to operate PC in Microsoft Windows environment, familiarity of applications such as Word, Excel, Access, DOS and Internet.
• Ability to apply basic software knowledge in order to generate MS query reports.
• Ability to read, analyze and interpret procedure manuals (operational or technical).
• Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone.
• Ability to write effective, concise, complete correspondence to Tower members.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to focus on detail and verify accuracy of numbers and text.
• Ability to interpret a variety of technical instructions.
• Ability to research, analyze and compile basic software knowledge to locate factors and common denominators used by our Software vendor to resolve outstanding issues.
• Able to take and follow instructions.
• Ability to prioritize diverse job assignments and meet established deadlines.
• Ability to complete tasks with a high degree of accuracy and attention to detail.
• Ability to handle a multi-network, multi-media environment.
• Able to work under stress and tight timelines.
• Able to arrive or log on to work routinely and promptly and demonstrate consistent dependability to include attendance.
• Ability to maintain sensitive and confidential information.
• Able to get along with colleagues and supervisors.
• Ability to work effectively with network representatives and third party vendors.
• Ability to respond to sensitive inquiries and complaints in a timely and professional manner.

 WORK CONDITIONS:

• Various shifts to cover department’s hours; Monday – Friday 8am – 5pm.
• Additional hours as required to meet business needs.
• Sitting for long periods of time.
• Extended use of a personal computer and software applications.
• Phone usage to handle inquiries and member requests.