Associate, Customer Intelligence (ATM Technical Support)

Oriental Bank

The Associate, Customer Intelligence & Operations (ATM Technical Support) ensures optimal and confident customer experience when using an automated teller machine (ATMs), intelligent teller machine (ITM), payment stations or any self-service device through continued monitoring of all operational aspects and coordination & oversight of technical services. This position is hybrid and is based in our Oriental Center facility in San Juan, PR. Occasional travelling all across the island may be required.


Responsible of the monitoring of the self-service stations, network, products, services and related systems.

Provide immediate response and first level technical support to each self-service station alert in order to restore the service

Analyze and troubleshoot remotely general failure conditions, escalate and register incidents to vendors for technical assistance and intervention and keep track of incidents until its resolution,

Assure transactions performed at the self – services devices are process and posted properly to our customers and provide immediate response of any incidents that may occur, contact internal personnel to notify incidents in order to avoid and mitigate customers impact and to achieve a confident customer experience.

Recommends upgrades to self-service devices’ hardware and software systems,

Coordinates equipment, hardware and software downtime for maintenance, troubleshooting and software upgrades.

Implement approved upgrades in accordance with financial institution policies and procedures.

Coordinates different activities with vendors, management and regulatory authorities regarding ATM installations, technical services and atm driving.

Support and implement Self Services initiatives and strategies from time to time.

O ther duties may be assigned.


Associate or bachelor’s degree in business administration required.

Two (2) years of experience in a financial institution preferably in a Teller, Branches or ATM operational related role

Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.

Analytical, proactive problem solving, organized, detail oriented and able to multitask while meeting & observing service levels standards.

Able to communicate effectively and clearly with a broad range of employees across the organization, as well as external vendors.

Innovation and flexibility for meeting the demands of an ever-changing market.

Excellent written and verbal communication skills in English and Spanish with a demonstrated ability to write communications clearly, concisely and effectively.

Computer proficiency required. Knowledge of MS Office and other business applications preferred.

Available to occasionally travel island wide to support and oversee external vendors.

Oriental is an Equal Opportunity Employer ( EEO Employer / Affirmative Action for Females / Disabled / Veterans )

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This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the companys success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

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Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

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