Lead Specialist ATM OPS Support

KeyBank
United States, New York, Albany
May 08, 2025
Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 Location: This position is a hybrid opportunity requiring 1 day per week in office. Position can be located at Key Facilities at 4910 Tiedeman Road Brooklyn, OH, or555 Patroon Creek Blvd, Albany NY. Hours: Typically Monday- Friday 9:00am-5:30pm. Saturday rotation once every 6-8 weeks from 9:00am-1:00pm. Additional hours as needed. Team Culture Payment and Deposit Operations fosters a culture founded on accountability, teamwork, leadership, intellectual curiosity and a balanced foundation between work and personal life. Job Functions and Competency Overview: Responsible for providing ATM technical support for branches and vendors. Position focus is on technical/functional phone support to our internal Key Employees, contractors and vendors. This position is primary phone support for these applications. The ATM Support Desk hours of operations are 24/7. Responsibilities/Competencies: Resolve incoming client calls based on departmental goals - minimum 88% Maintain an average handle time of 8 minutes Perform initial problem determination by asking client troubleshooting questions in a systematic manner. Focus on the delivery of excellent service. Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness. Assess initial impact in incident record; set record priority level as well as escalates in a timely manner. Capture large scale customer group impact problem escalation opportunities in a timely manner Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation. Detect patterns of callbacks affecting client or environment, assess impact and take action. Take ownership and responsibility of client technical/functional problems. Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner. Be a positive, professional resource for clients and support partners. Utilize resources - knowledge, news alerts, senior associates and managers. Manage challenging calls, maintain control. Take opportunities to keep clients well informed during the call. Multitask when handling departmental group chats. Maintain the Service Manager knowledgebase with current ATM knowledge Gather data necessary for application specific reports Preferred Qualifications: Minimum 1 year of relevant work experience IT Associates, Bachelor's degree or IT Certification preferred Minimum 1 year of experience with ATM Support preferred Basic knowledge of ATM Operations strongly preferred Effective telephone skills Effective communication skills Ability to make sound decisions based on logical reasoning Commitment to team concept Effective problem determination skills Effective listening skills Ability to work in a fast-paced & high-volume environment Basic working knowledge of Service Manager preferred COMPENSATION AND BENEFITS This position is eligible to earn a base hourly rate in the range of $21 to $23 per hour depending on location and job-related factors such as level of experience. Please click here for a list of benefits for which this position is eligible. Job Posting Expiration Date: 07/10/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.