Customer Service/ATM Specialist

Peoples Bank
Job Description

Position Title: Customer Support/ATM Specialist
Department: Operations
Reports To: Beth Barton
Classification: Non-Exempt
Revised: May 2026

Job Summary

Peoples Bank is seeking a customer-focused and detail-oriented individual to support daily customer service and ATM operations functions. This position is responsible for providing support related to deposit accounts, debit cards, online and mobile banking services, eStatements, telephone banking, and remote deposit capture services.

The role serves as a primary resource for customer assistance through both phone and in-person interactions while also managing ATM-related operations including fraud monitoring, maintenance coordination, reporting, budgeting support, and card services. This position also provides backup support for select Data Processing functions and works collaboratively with multiple departments to ensure efficient operational support and customer satisfaction.

Key Responsibilities

ATM & Debit Card Operations

• Perform daily balancing of Switch, DDA, and ATM transactions
• Research, process, and submit debit card fraud and dispute claims as appropriate
• Balance and monitor fraud-related general ledger accounts
• Monitor fraud alerts and take appropriate action to minimize risk exposure
• Coordinate ATM maintenance, service calls, troubleshooting, and branch communication
• Support instant card issuing troubleshooting and maintenance
• Process monthly ATM-related invoices including JHA CPS, Visa, CPI, Mastercard, Maces, and Wallis
• Coordinate expiring debit card orders and replacement processing
• Maintain ATM and debit card supplies, including blank card stock ordering and balancing
• Research and resolve ATM and card-related issues
• Process compromised debit card events and related customer communication
• Maintain and update ATM maintenance forms and documentation
• Verify contracts and forms related to new card issuance
• Complete ATM operational reports and distribute to appropriate personnel
• Update Balanced Scorecard (BSC) measures and monthly ATM field cleanup reporting
• Assist with annual budgeting related to ATM department expenses

Customer Service & Customer Support

• Respond to internal and external customer phone inquiries
• Research and resolve customer account and service issues
• Provide technical support for digital banking products and services
• Assist customers with online banking, mobile banking, telephone banking, and eStatements
• Support Remote Deposit Capture services and troubleshooting
• Perform and document proactive sales conversations and referrals
• Meet individual and team referral and sales goals
• Assist customers with statement balancing and account research
• Educate customers on bank products and services while identifying additional banking needs

Operations & Administrative Support

• Provide backup support for Data Processing area functions
• Verify wires and ACH transactions on MIB Control
• Print special forms and process operational requests
• Monitor website applications and messages and distribute appropriately
• Maintain and update procedures for assigned responsibilities
• Complete Missouri Lawyer Trust Fund monthly reporting
• Assist other departments and branch locations as needed as part of the overall bank team

Qualifications & Required Skills

• High school diploma required
• One to two years of experience in bank operations preferred
• Strong customer service and interpersonal communication skills
• Working knowledge of deposit account operations and electronic banking services
• Basic understanding of accounting and financial reporting within a banking environment
• Ability to research, analyze, and resolve operational and customer service issues
• Strong organizational and time management skills with the ability to prioritize multiple responsibilities
• Self-motivated with the ability to adapt quickly to changing situations and priorities
• Professional verbal and written communication skills
• Ability to maintain professionalism and project a positive image of the bank
• Understanding of sales and customer service within a community banking environment
• Ability to identify customer needs and make appropriate referrals
• Proficiency with standard banking software and Microsoft Office applications preferred

Physical Demands

• Ability to sit, stand, walk, and use stairs as needed throughout the workday
• Ability to lift, carry, and move light to medium weights ranging from 10–50 pounds as needed
• Travel between branch locations may occasionally be required

Peoples Bank is an equal-opportunity employer. We are committed to creating a diverse and inclusive work environment for all employees.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Work Location: In person