Bilingual (English & Spanish) Lead ITM Agent

Posted 3 days ago

tampa bay fcuTampa (FL)

Computer, Automated Teller, and Office Machine Repairers Credit Unions

SENIORITY

Mid

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About the role

Lead ITM Agent 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.

Lead ITM Agent Job 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

Lead ITM Agent Experience: Two to five years of similar or related experience, including time spent in preparatory positions Previous sales experience in a call center environment preferred Bilingual (English/Spanish) preferred

Lead ITM Agent Education: High school degree or GED equivalent Certification and 2 years related operations or 4 years operational/call center experience

Lead ITM Agent Schedule: Monday through Friday (9am-6pm) with Saturdays as needed

Great Benefits: Package!

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