Customer Advocate Specialist (I)
NCR Atleos, Frisco, TX, United States
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access with 20,000 employees optimizing branch operations, improving efficiencies, and maximizing self‑service availability for financial institutions and retailers worldwide. The company has been ranked #12 in Newsweek’s 2025 Top 100 Global Most Loved Workplaces list.
Customer Advocate Specialist
NCR Atleos provides service to approximately 237,000 ATMs across North America, Europe, Asia‑Pacific, and Africa. This role supports customers, clients, and vendors by diagnosing ATM issues, managing cases, and providing exceptional service.
Essential Duties And Responsibilities
Understand the current state of ATMs to diagnose and resolve problems.
Adjust language and terminology to meet customer needs in a professional manner.
Act as liaison between Technical Support, Account Managers, and Cardtronics personnel for resolving escalated issues.
Create, review, and close tickets while maintaining accurate customer records.
Answer inbound calls from clients, customers, and external vendors.
Follow call tree to transfer calls to the appropriate department based on caller condition.
Provide efficient productivity and superior quality service in a fast‑paced environment.
Handle Regulation E/Card Trace calls from customers.
Make outbound calls to clients, customers, and vendors.
Provide basic troubleshooting and ask probing questions to assist clients and service vendors on site.
Work with multiple systems simultaneously.
Handle internal/external reports and status updates.
Monitor email boxes and ensure accurate responses within Service Level Agreements.
Follow up on open investigations to ensure smooth handling and accurate closure.
Assume special projects as required.
Work 1st Shift.
Systems Involved
Microsoft Office
ADP Self Service
CORE
Device Manager
Windows XP Operating System
Education, Experience & Requirements
Bachelor’s degree preferred; high school diploma or equivalent required.
One year of customer service/call‑center experience required, preferably technical.
Previous handling of inbound and outbound call‑center phones preferred.
Working knowledge of Windows XP operating systems; proficiency in MS Outlook, Word, and Excel.
Ability to type a minimum of 50 wpm.
Demonstrated independent decision‑making skills.
Willingness to work various shifts, including days, evenings, weekends, and holidays.
Must successfully pass all applicable background screening tests.
Benefits
Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short‑ and Long‑Term Disability
Paid Vacation
401(k)
EEO Statement
NCR Atleos is an equal‑opportunity employer. The company hires, trains, promotes, and pays associates based on 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.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice will govern the collection and use of your personal data.
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Customer Advocate Specialist
NCR Atleos provides service to approximately 237,000 ATMs across North America, Europe, Asia‑Pacific, and Africa. This role supports customers, clients, and vendors by diagnosing ATM issues, managing cases, and providing exceptional service.
Essential Duties And Responsibilities
Understand the current state of ATMs to diagnose and resolve problems.
Adjust language and terminology to meet customer needs in a professional manner.
Act as liaison between Technical Support, Account Managers, and Cardtronics personnel for resolving escalated issues.
Create, review, and close tickets while maintaining accurate customer records.
Answer inbound calls from clients, customers, and external vendors.
Follow call tree to transfer calls to the appropriate department based on caller condition.
Provide efficient productivity and superior quality service in a fast‑paced environment.
Handle Regulation E/Card Trace calls from customers.
Make outbound calls to clients, customers, and vendors.
Provide basic troubleshooting and ask probing questions to assist clients and service vendors on site.
Work with multiple systems simultaneously.
Handle internal/external reports and status updates.
Monitor email boxes and ensure accurate responses within Service Level Agreements.
Follow up on open investigations to ensure smooth handling and accurate closure.
Assume special projects as required.
Work 1st Shift.
Systems Involved
Microsoft Office
ADP Self Service
CORE
Device Manager
Windows XP Operating System
Education, Experience & Requirements
Bachelor’s degree preferred; high school diploma or equivalent required.
One year of customer service/call‑center experience required, preferably technical.
Previous handling of inbound and outbound call‑center phones preferred.
Working knowledge of Windows XP operating systems; proficiency in MS Outlook, Word, and Excel.
Ability to type a minimum of 50 wpm.
Demonstrated independent decision‑making skills.
Willingness to work various shifts, including days, evenings, weekends, and holidays.
Must successfully pass all applicable background screening tests.
Benefits
Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short‑ and Long‑Term Disability
Paid Vacation
401(k)
EEO Statement
NCR Atleos is an equal‑opportunity employer. The company hires, trains, promotes, and pays associates based on 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.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice will govern the collection and use of your personal data.
#J-18808-Ljbffr