Lead ITM Agent

TAMPA BAY FEDERAL CREDIT UNION. • Tampa, FL

2d

About The Position

As the Lead ITM Agent, you will support the ITM Manager by overseeing the technical operations of the credit union’s ATM/ITM fleet. This role focuses on machine performance, image auditing, cash management support, vendor coordination, and technical troubleshooting to ensure reliable and secure service. The Lead ITM Agent provides staff development through training, and keeps the manager updated on employee performance. Completes transaction approvals as needed to support operational accuracy and compliance.

Requirements

• Two to Five years of similar or related experience, including time spent in preparatory positions
• A two-year college degree or completion of a specialized course of study at a business or trade school

Nice To Haves

• Previous sales experience in a call center environment preferred
• Bilingual (English/Spanish) preferred

Responsibilities

• Reviews and audits daily ATM/ITM check images to ensure proper capture, storage, and transmission. Documents the audits to verify machines are functioning correctly and escalating issues to the ITM Manager when needed
• Monitors ATM/ITM uptime, alerts, and overall performance through Vendor portals, dashboards, and email notifications while tracking and analyzing machine tickets to identify trends or recurring issues that impact member experience
• Coordinates technical troubleshooting efforts, assists with diagnosing hardware and software issues
• Supports internal departments by researching ATM/ITM-related outages, errors, disputes, and transaction inquiries
• Monitors and manages the Cash-in-Transit process, including cash orders and adherence to replenishment schedules, ensuring vendors and service partners follow established agreements and escalating any non-compliance
• Coordinates and dispatches technicians and Managed Services support for ATM/ITM repairs and maintenance, while maintaining thorough documentation of repairs, outages, and vendor performance, and providing updates to the ITM Manager as needed
• Assists members with routine teller transactions conducted through the ITMs, including cash and check deposits, withdrawals, transfers, loan payments, and balance inquiries
• Supports the team through leadership, coaching, feedback, development, recognition, and encouragement
• Assists with completing department schedules and making necessary corrections to employee time in the ADP E-Access system

Benefits

• Great Benefits Package!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees