ATM Monitoring Agent

JOB PURPOSE

 To conduct a complete monitoring process and to respond to all inquiries and notifications received through different channels (Phones, whatsapp, etc) to ensure efficient performance and provide exceptional service levels.

Job Description

ATM Monitoring

1. Conduct a complete monitoring process through the ATM application for the reported hard faults (physical ATM errors) to report them to the contracted first line maintenance vendors.

2. Register and close all the dispatched calls on the ATM log.

3. Respond to all the received inquiries received by phones, mail & WhatsApp.

4. Respond to all the received notifications from Real User Monitoring (RUM) application and take the needed action to restore the ATM functionality.

5. Respond to all the idle (ATM System) ATMs’ notifications and take the needed actions to make sure that all the reported ATMs are not having any errors which require vendor involvement.

Policies, Processes and Procedures

6. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day Operation

7. Follow the day-to-day operations related to own jobs in the department to ensure continuity of work

Compliance

8. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.

Qualifications & Experience

• Bachelor Degree of commerce, Business Administration, Accounting or its equivalent 

• Minimum 1 year of relevant banking experience 

Skills

• Good command of English and Arabic Languages

• Proficient user of MS office