Transactions Specialist

Unlock your potential by owning complex automated teller machine exception decisions, building broad partnerships, and strengthening customer trust through accurate, compliant outcomes.

As a Senior ATM Claims & Exceptions Analyst within the Operations team supporting automated teller machine claims and exceptions, you lead end-to-end investigations of complex automated teller machine exceptions and customer claims. You make sound, well-documented decisions that balance customer experience, loss mitigation, and regulatory compliance. You help the team improve processes and consistency through mentoring and updates to procedures and job aids.

Job Responsibilities:

• Lead investigations to resolve complex automated teller machine exceptions and out-of-balance conditions in line with internal guidelines and federal regulations.

• Review customer deposit, withdrawal, and payment claims and determine whether to confirm or reverse temporary credits.

• Verify customer transactions through detailed account analysis to identify root cause, confirm activity, and reduce fraud exposure.

• Direct accurate accounting adjustments to customer accounts or the General Ledger to keep records current and reconciled.

• Communicate investigation results and claim status clearly with customers and internal partners, meeting service level agreements.

• Prioritize and manage inventory using pending and aging guidelines to maintain service level agreement performance.

• Mentor co-workers by supporting daily work assignments and responding to assistance requests to strengthen team performance.

• Partner with team leadership and peers to update standard operating procedures and job aids to drive process improvements.

• Manage cases to prevent privacy incidents and ensure appropriate handling of sensitive customer information.

Required qualifications, skills, and capabilities:

• Demonstrated ability to investigate and resolve complex automated teller machine exceptions and out-of-balance conditions.

• Demonstrated decision-making capability in resolving customer claims involving deposits, withdrawals, and payments.

• Working knowledge of applicable federal regulations referenced for claims processing, including Regulation E and the regulation referenced as “Reg-CCC” in the role details.

• Ability to perform detailed account and transaction analysis to validate activity and identify exceptions and discrepancies.

• Ability to direct accurate accounting adjustments to customer accounts or the General Ledger and support reconciliation needs.

• Strong written and verbal communication skills to explain outcomes and statuses to customers and internal teams within service level agreements.

• Ability to manage workload and prioritize inventory using aging and pending guidelines.

• Ability to handle sensitive customer information in a manner that prevents privacy incidents and breaches.

Preferred qualifications, skills, and capabilities:

• Experience mentoring peers and supporting day-to-day work allocation in an operations environment.

• Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence

• Experience contributing to updates for standard operating procedures and job aids to improve quality and consistency.

• Experience supporting loss mitigation and fraud risk reduction through investigative review and verification.