ATM & Cash Market Support Specialist, Associate - (Hybrid)

Capital One•Richmond, VA

11h•Hybrid

About The Position

As a Market Support Specialist Associate, your primary responsibility is to provide direct support to Capital One Branches and Cafés by addressing their ATM hardware/cash and Branch cash related issues. You will be the sole point of contact for Branch and Café associates in need of assistance and you will create and present performance trends and get well plans to leadership in the markets you support. Success in this role requires excellent attention to detail, organization, time management, problem solving, strong communication, along with the ability to adapt to change quickly to meet business needs.

Requirements

Strong communication, relationship-building, and collaboration skills
Strong problem solving and influencing skills
Ability to multitask, set priorities, and manage time effectively
Ability to work in fast-paced environment
High School Diploma, GED or equivalent certification
At least 2 years of Retail, Sales or Customer Service experience
At least 1 year of experience of project or process management
At least 1 year of experience with Microsoft Office or Google Products

Nice To Haves

At least 3 years of Retail, Sales or Customer Service experience
At least 2 years of experience of project or process management
At least 2 years of experience with Microsoft Office or Google Products
At least 1 year of experience in ATM servicing or cash transportation

Responsibilities

Take ownership of market ATM availability performance by proactively identifying trends, escalating issues as needed and constant monitoring of assigned ATM fleet
Ability to provide timely updates through multiple channels of communication ie Slack, e-mail and internal ticketing systems
Analyze, communicate and partner with Branches and Cafés partners in order to resolve ATM hardware, ATM cash, CIT servicing, Branch cash shipments, scheduled cash forecasting, and identify recurring issues
Research and partner with vendors to resolve ATM discrepancies
Collaborate with vendor managers, internal and external partners to drive resolution to issues, escalations and address complex problems
Use remote management tools to remotely resolve issues at the ATM
Keep Branches and Café staff apprised of ATM status, upcoming initiatives and procedural updates
Create and revise process documentation to reflect current operational procedures and suggest possible improvements
Support peers by sharing knowledge and ensure full market coverage is in place
Provide insight into market trends to leadership team and partners