Customer Advocate Specialist

Ncr; Seattle (WA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Life Insurance

Vision Insurance

Short/Long Term Disability

Paid Vacation

401k

Job summary

NCR Atleos seeks a dedicated customer support professional to assist agents, manage daily scheduling, and monitor QA for agent performance. The role involves diagnosing ATM-related issues, liaising with Technical Support and Account Managers, and ensuring accurate ticket records.

You will handle inbound/outbound calls and maintain high service levels. Ideal candidates will have strong communication, multitasking abilities, and experience with call handling in fast-paced environments.

Qualifications

• Experience in customer support or call-center environments.
• Ability to diagnose problems and guide clients to resolution.
• Strong written and verbal communication skills.

Responsibilities

• Assist Agents with questions and escalations.
• Handle daily schedule such as lunches and breaks.
• Quality Assurance monitoring on agents.
• Ability to understand the current state of ATMs to diagnose problems.
• Act as liaison between Technical Support, Account Managers and other Cardtronics personnel to resolve escalated issues.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Call handling

Tools

Ticketing systems

CRM software

Phone systems

Job description

Full Job Description

About NCR Atleos: NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self‑service availability for financial institutions and retailers across the globe.

Essential Duties and Responsibilities

• Assist Agents with questions and escalations.
• Handle Daily schedule such as lunches and breaks.
• Quality Assurance monitoring on agents.
• Ability to understand the current state of ATMs to fully diagnose problems for resolution.
• Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research.
• Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customer issues.
• Create, review and close tickets and maintain accurate customer records.
• Answer inbound calls from clients, customers, and external vendors.
• Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller.
• Provide efficient productivity and superior quality service while working in a fast‑paced environment.
• Ability to effectively handle in user and Regulation E/Card Trace calls from customers.
• Make outbound calls to clients, customers, and external vendors.
• Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site.
• Ability to work multiple systems simultaneously.
• Handle internal/external reports and status updates.
• Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements.
• Follow‑up on open investigations to ensure smooth handling and accurate closure.
• Assume special projects as required by management.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

EEO Statement: NCR Atleos is an equal‑opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job‑related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.