Job Title: ATM/ITM Fleet Operations Coordinator
Job Type: Full-time
Location: Virginia Beach, Virginia

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities. 

Responsible to the Director of MSC Virtual Channels to provide the on-going activity for the Direct Teller (Interactive Teller Machines ITM) and Automated Teller Machines (ATM), and ECR (Electronic Cash Recyclers). The Fleet Operations Coordinator oversees the professional, technical, supervisory, and/or production personnel assigned thereto. The Fleet Operations Coordinator is an individual contributor, with responsibility for deployments and troubleshooting ATM/ITM outages or issues through supporting front-line staff and coordinating with vendors or stakeholders. The Fleet Operations Coordinator sets and contributes to strategies for fleet management and support of the fleet. The Fleet Operations Coordinator adapts, plans, and adjusts priorities to align with the strategic direction of Operations overall, the availability of resources, and production challenges that may occur from time to time. S/He provides technical guidance to team members, colleagues, and members, as needed, and fulfills compliance and risk management responsibilities within assigned areas of responsibility.

Responsible and Accountable for:

• Establishes strategy for the Direct Teller/ATM/ECR fleet including managing uptime, the fleet support model, vendor and manufacturer selection, software management, and feature/functionality of the fleet terminals.
• Works through assigned staff to deliver accurate, efficient, and timely results that comply with credit union policy/procedures, including Compliance and Risk Management requirements.
• Works with support staff, both internal and vendor/partner-based, to address production problems and provide enhanced service through controlled changes to system parameters, procedures, workflows, and available options. Ensures all changes are tested, documented, and communicated prior to implementation.
• Provides input to annual budgets and ensures that controllable expenses, supplies, travel, and telecommunications are reasonable and appropriate.
• Analyzes and reports on service levels, key volume indicators, and key risk indicators as may be defined from time to time. Recommends and, in some cases, initiates action to address adverse performance issues.
• Understands and assesses risk and compliance issues within assigned area of responsibility and reports/resolves them, as appropriate; is aware of reasonably anticipated threats and prepares accordingly.
• Perform or direct activities related to the upkeep of the Direct Teller/ATM and card transaction processing networks. Assure coordinated staff effort to proactively address any production challenges including network and vendor performance. Assure the service level agreements are fulfilled and act when assurances are not met. Work with hardware vendor partners to assure quick and effective remediation of all issues, support duties and functions.
• Work directly with Direct Teller/ATM/ECR partners for site surveys, installation plans, timelines, and coordination of all partners involved in the installations. Prepare written request and submit for approval. Coordinates installation/removal of all equipment.
• Maintains contract with Ventus Wireless and data plan to ensure usage stays within contracted amounts for our offsite Direct Tellers and ATM’s.
• Coordinates with security partner for new installs of cameras and intrusion alarms.
• Works with Support Services to obtain Alogent licensing.
• Works closely with our PSCU partner for network connections, issues, and resolutions.
• Works closely with out Telecom Analyst for deployment of Internet Protocol Address (IP) addresses.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Dispatches first line and second line ATM/Direct Teller/ECR partners and/or cash courier for on-site maintenance and/or cash replenishments.
• Escalate recurring/unresolved issues with ATM/Direct Teller/ECR partners.
• Coordinates general maintenance for ATM/Direct Teller/ECR machines, which includes cleaning, ordering supplies, replacement equipment, and compliance signage. Work closely with Marketing to ensure all member facing messages/posters/content are current and up to date.
• Assists in the testing and implementation of new releases of ATM/Direct Teller/ECR software.
• Oversees quarterly inspection and monitoring of the offsite Direct Teller machines.
• Maintains contract with partners associated with the Direct Teller/ATM/ECR machines.
• Act as Chartway’s Liaison for machine business partners including participating networks.
• Research and coordinate new technologies related to plastic card services, card security, technology advances related to PIN security and use of the card as an identity device.
• Maintain the Business Continuity Plan as it relates to credit and debit processing, to include documentation, testing planning and compliance. Assure that recovery site(s) are in appropriate state of readiness to accommodate processing when relocation is required, or work with outsourced service providers to assure their plans are tested and viable.

Knowledge, Skills and Abilities: 

• Excellent communication skills (written and oral) are required.
• Ability to manage/reconcile an annual expense budget and make budget recommendations for areas of accountability.
• Experience with managing and negotiating with our third-party partners.
• Strong analytical skills that lend to identifying business trends and making recommendations for action
• Ability to successfully build strong partner relationships to achieve credit union member experience goals.
• Strong sense of urgency that lends to quick resolution of issues that impede service delivery.
  

Education and Experience: 

• Education: Bachelor’s degree or equivalent experience.
• Experience: Approximately 3-5 years as an operations supervisor or equivalent position.

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.

Chartway Federal Credit Union is an EOE/M/F/Disability/Vet Employer.