Provide Tier 1 support for ATM and Teller Cash Recycler incidents, monitor queues and alerts, troubleshoot remotely, perform quality reviews of tickets, analyze trends and metrics, support Power BI reporting, drive process improvements and automation, and collaborate with vendors and stakeholders to ensure SLA adherence and risk controls.
At M&T Tech, we’re a team of makers, doers, and builders working to create advanced technology solutions in banking. We’re not your stereotypical suit-and-tie organization—we are an innovative team of tech experts pushing boundaries, solving complex problems, and delivering impactful solutions.
Join us as we build tomorrow’s bank, today.
Role Overview
The ATM/TCR Operations & Quality Analyst supports day-to-day ATM and Teller Cash Recycler (TCR) operations while driving service quality and operational excellence. This role combines Tier 1 helpdesk support with quality assurance, focusing on queue management, trend analysis, and continuous improvement.
Key Responsibilities
Operations & Helpdesk Support (Tier 1 Execution)
- Provide Tier 1 support for ATM and TCR incidents
- Monitor alerts, tickets, and system queues in real time
- Troubleshoot hardware and software issues remotely
- Execute standard incident handling procedures and escalations
- Support branches, field technicians, and third-party vendors
- Ensure SLA adherence and timely ticket resolution
Quality Assurance & Queue Management
- Perform ongoing quality reviews of work queues and tickets
- Validate ticket accuracy, documentation, and resolution quality
- Identify trends, recurring issues, and process gaps
- Ensure consistent application of workflows, prioritization, and escalation criteria
- Provide actionable feedback to improve team performance
Reporting, Insights & Continuous Improvement
- Track, analyze, and report on quality and operational metrics
- Identify opportunities to reduce repeat incidents and improve service delivery
- Translate data insights into actionable recommendations
- Support development and maintenance of Power BI dashboards
Automation & Process Optimization
- Identify inefficiencies within Tier 1 workflows and processes
- Support automation initiatives and continuous improvement efforts
- Enhance SOPs and documentation based on quality findings
- Leverage AI and automation tools to improve productivity
Incident Management & Risk Controls
- Support incident triage and root cause identification
- Ensure adherence to audit, compliance, and control standards
- Identify and escalate risk, control gaps, and anomalies
Vendor & Stakeholder Collaboration
- Partner with vendors to resolve operational issues
- Identify and escalate recurring vendor-related defects
- Collaborate with internal stakeholders to improve processes and outcomes
Required Qualifications
- Minimum of 2 years of relevant work experience and/or higher education
- Experience with automation and process improvement initiatives
- Strong analytical skills with SQL proficiency
Preferred Qualifications (Nice to Have)
- Experience with Power BI or similar dashboarding/reporting tools
- Quality analyst background
- Experience supporting ATM, TCR, or banking operations environments
- Familiarity with ticketing or monitoring systems
What We Offer
We support our team members with a comprehensive and competitive benefits package, including:
- Competitive compensation
- Health, welfare, and retirement benefits
- 401(k) with a 5% company match
- Flexible work arrangements and strong work-life balance
- 25 days of PTO plus 12 paid holidays for Banking Officers
- 40 hours of paid volunteer time annually
- And more — see our Benefits Overview for details
M&T Bank New York, New York, USA Office
New York, United States, 0
M&T Bank Wayne, New Jersey, USA Office
Wayne, United States
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