Unlock your potential by owning complex automated teller machine exception decisions, building broad partnerships, and strengthening customer trust through accurate, compliant outcomes.
As a Senior ATM Claims & Exceptions Analyst within the Operations team supporting automated teller machine claims and exceptions, you lead end-to-end investigations of complex automated teller machine exceptions and customer claims. You make sound, well-documented decisions that balance customer experience, loss mitigation, and regulatory compliance. You help the team improve processes and consistency through mentoring and updates to procedures and job aids.
Job Responsibilities:
• Lead investigations to resolve complex automated teller machine exceptions and out-of-balance conditions in line with internal guidelines and federal regulations.
• Review customer deposit, withdrawal, and payment claims and determine whether to confirm or reverse temporary credits.
• Verify customer transactions through detailed account analysis to identify root cause, confirm activity, and reduce fraud exposure.
• Direct accurate accounting adjustments to customer accounts or the General Ledger to keep records current and reconciled.
• Communicate investigation results and claim status clearly with customers and internal partners, meeting service level agreements.
• Prioritize and manage inventory using pending and aging guidelines to maintain service level agreement performance.
• Mentor co-workers by supporting daily work assignments and responding to assistance requests to strengthen team performance.
• Partner with team leadership and peers to update standard operating procedures and job aids to drive process improvements.
• Manage cases to prevent privacy incidents and ensure appropriate handling of sensitive customer information.
Required qualifications, skills, and capabilities:
• Demonstrated ability to investigate and resolve complex automated teller machine exceptions and out-of-balance condi