ATM & Merchant Services Specialist

Position Narrative

Position Title: ATM & Merchant Services Specialist I,II, or III

Department: Central Operations Department

Location: Utulei Branch

Reports To: Central Operations Supervisor (In the absence of, this position reports to the Operations Officer)

Position Summary

The ATM & Merchant Services Specialist is responsible for performing operational, administrative, and technical duties related to the Bank’s ATM and merchant services operations. This position supports the availability, accuracy, security, and compliance of electronic banking services by monitoring ATM performance and currency usage, maintaining parts and equipment inventory, coordinating vendor support and installations, reconciling settlement and clearing accounts, investigating ATM-related electronic funds transfer (EFT) disputes and fraud, and ensuring adherence to Bank policies, procedures, safety standards, and applicable regulatory requirements.

The position is structured across three tier levels (I, II, and III) to reflect increasing scope, complexity, independence, and accountability.

Primary Responsibilities (All Levels)

• Comply with all established cash-loading, unloading, vault coordination, dual-control, safety, and security procedures when performing ATM servicing duties.


• Monitor ATM operational status, transaction activity, outages, and currency levels to ensure service availability and reliability.


• Support ATM cash loading, replenishment, and servicing activities under mandatory dual control, in coordination with the Central Vault.


• Reconcile ATM settlement, clearing, and correspondent accounts according to assigned level of responsibility; research and resolve discrepancies.


• Investigate and support resolution of ATM-related EFT claims, disputes, and fraud cases in compliance with regulatory requirements.


• Maintain accurate inventory controls for ATM and merchant services parts, supplies, equipment, cash, keys, and access credentials.


• Coordinate with third-party vendors for ATM maintenance, emergency repairs, installations, upgrades, and service requests.


• Prepare and maintain reports related to ATM usage, outages, cash levels, variances, inventory, maintenance, and system performance.


• Ensure compliance with TBAS policies, procedures, safety standards, and applicable federal and territorial regulations.


• Maintain confidentiality, professionalism, and ethical conduct in accordance with the Bank’s Code of Conduct and Code of Ethics.


• Meet established departmental Key Performance Indicators (KPIs), including ATM uptime, cash accuracy, exception resolution timeliness, inventory accuracy, audit readiness, fraud mitigation, and customer service responsiveness.

Qualifications and Skills

• Strong attention to detail with the ability to accurately handle cash, reconcile accounts, maintain records, and identify discrepancies.


• Ability to strictly follow detailed procedures and comply with mandatory dual-control, cash-handling, safety, and security protocols at all times.

• Demonstrated organizational and time-management skills, with the ability to manage multiple tasks, meet deadlines, and prioritize work effectively.


• Strong analytical and problem-solving skills to support resolution of operational, cash, system, and fraud-related issues.


• Ability to exercise sound judgment and escalate issues, exceptions, or irregularities in a timely and appropriate manner.


• Ability to work independently with general supervision and collaboratively with internal departments (including Central Operations, IT, and Retail) and external vendors.


• Proficiency in basic computer applications and the ability to learn Bank systems, reporting tools, and ATM and merchant services platforms.


• Strong verbal and written communication skills, including the ability to prepare documentation, reports, and correspondence.


• Commitment to confidentiality, ethical conduct, professionalism, and adherence to all Bank policies, procedures, and applicable regulatory requirements.


• Required to have a valid and active Driver’s License

ATM & Merchant Services Specialist I

Education: High school diploma or GED required.

Experience: Zero (0) to two (2) years of related experience in banking operations, ATM/bankcard services, cash operations, or financial services support preferred.

Scope: Entry-level role focused on foundational ATM and merchant services operations under supervision.

ATM & Merchant Services Specialist II

Education: High school diploma or GED required; Associate degree or equivalent coursework in business, finance, information systems, accounting, or a related field preferred.

Experience: Two (2) to four (4) years of progressively responsible experience in ATM operations, merchant services, bankcard services, or banking operations.

Scope: Intermediate-level role with increased independence and accountability, handling more complex ATM operations, reconciliations, vendor coordination, and fraud support.

ATM & Merchant Services Specialist III

Education: High school diploma or GED required; Associate or Bachelor’s degree in business, finance, accounting, information systems, or a related field preferred.

Experience: Four (4) or more years of advanced experience in ATM operations, merchant services, bankcard services, or financial operations.

Scope: Senior-level specialist role providing advanced oversight and subject matter expertise for ATM and merchant services operations, including complex reconciliations, escalated fraud investigations, vendor performance oversight, audit support, and operational improvements.

General Statement

This description outlines the general nature and level of work performed by employees in this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. The Bank reserves the right to modify responsibilities as needed to meet organizational requirements.