Customer Advocate Specialist (I)

NCR Atleos•Frisco, TX

1d•Hybrid

About The Position

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access with 20,000 employees optimizing branches, improving operational efficiency, and maximizing self-service availability for financial institutions and retailers globally. The company was ranked #12 in Newsweek’s 2025 Top 100 Global Most Loved Workplaces® list. As a Customer Advocate Specialist, you will contribute to NCR Atleos' mission of making ATM cash access convenient where people shop, work, and live. NCR Atleos operates at the intersection of retailers, financial institutions, prepaid card programs, and their shared customers, providing service to approximately 237,000 ATMs across North America, Europe, Asia-Pacific, and Africa. The role supports driving foot traffic for retailers, enhancing ATM brand presence for card issuers, and expanding surcharge-free cash access for cardholders, ensuring convenient access to cash when and where consumers need it.

Requirements

High School diploma or equivalent required
1-year prior customer service/call center work experience required, preferably in a technical environment
Working knowledge of Windows XP operating systems
Proficient in MS Outlook, Word, and Excel
Ability to type a minimum of 50wpm
Demonstrate independent decision-making skills
Ability to work various shifts, including days, evening, weekends, and holidays
Must be able to successfully pass all applicable background screening tests

Nice To Haves

Bachelors' degree preferred
Previous handling of inbound and outbound call center phones preferred

Responsibilities

Ability to understand the current state of ATMs to fully diagnose problems for resolution
Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research
Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customer issues
Create, review and close tickets and maintain accurate customer records
Answer inbound calls from clients, customers, and external vendors
Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller
Provide efficient productivity and superior quality service while working in a fast-paced environment
Ability to effectively handle in user and Regulation E/Card Trace calls from customers
Make outbound calls to clients, customers, and external vendors
Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
Ability to work multiple systems simultaneously
Handle internal/external reports and status updates
Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
Follow-up on open investigations to ensure smooth handling and accurate closure
Assume special projects as required by management