Michigan First

  • ATM & Card Support Analyst

    Location : Location US-MI-Lathrup Village
    Job ID
    Technology Solutions
  • Responsibilities

    Job Summary:


    Performs a variety of functions and services needed to deliver and enhance the member experience with the Digital channels.  Responsible for processing activities related to the credit union’s ATM and Debit card programs and services.  Field support for installing and maintaining ATMs and Coin machines.  Research and analyze member inquiries to ensure timely problem-resolution.  Assist team members at all levels to ensure quality member service on a consistent basis.  Provides assistance to credit union examiners and auditors of credit union operations.



    • Provides system support to internal teams who service the members.  Provide timely communication updates on issues until resolved. 
    • Assists in with vendor relationships in terms of system maintenance and support to ensure timely and effective response/resolution.
    • Oversee Vendor billing and service levels for all key vendors.
    • Works with in-house developers and vendors to enhance member experience with all Virtual Systems applications.
    • Assists in the development and deployment of new products, applications and technology for the Virtual banking systems with the focus on the member experience.  
    • Monitors ATM and Coin Machine networks to ensure 24x7 up-time.  If issues arise, takes the lead on seeking immediate remediation results in addition to following all internal communication protocols
    • Develops and completes appropriate management reporting on ATM networks and card transactions.
    • Assists vendors and other Credit Union team members to identify and implement solutions to issues that impact 100% up-time.
    • Compiles, verifies and files records and forms to control issuing, blocking or renewal of credit or ATM cards.
    • Accountable for ATM/Debit card control including inventory control, ordering cards, replacement of lost and stolen cards, restricting card usage, issuing additional cards, and processing claims related to illegal card usage by members of other financial institutions.
    • Researches problems related to member accounts, handles inquiries, adds or deletes authorized card users, provides written notice to confirm changes and authorizations.
    • Cash ordering and forecasting
    • CO-OP MasterCard, Cirrus and Maestro reporting quarterly.
    • Document and troubleshoot hardware bugs; work with vendors to test and install fixes.
    • Work in conjunction with ATM vendors to ensure ATM installations are successful. Configure the backend information needed to integrate ATM’s into network (Interpro). IP, Gateway, port, traffic zone, denominations of currency.
    • Performing preventative maintenance as needed on Coin and ATM devices.  
    • Load DES keys (encryption keys) and follow procedures.
    • Ensures compliance with rules and regulations governing cards and ATMs.
    • After hour/weekend support on rotation and as needed.
    • Becomes/is an advocate of the Michigan First culture, supporting diversity, philosophy and other credit union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects each of the credit union’s “Isms” in daily job performance. Learns and utilizes the EMEC way (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members.


    Core Competencies:

    • Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes and improvements; manages implementation effectively; demonstrates the emotional strength to manage the anxiety of change; learns from mistakes and successes; uses the inputs and ideas of others as stimuli for change.  Focuses on the “possibilities" rather than the "obstacles" to success.
    • Seeks advice from anyone in the company; openly operates across lines of business to accomplish organization objectives, especially going to any level that is appropriate to solve or address issues; is cross-functional, and values team success greater than individual success.  Creates an open atmosphere; is non-controlling, trustworthy, empathetic;, and encourages, supports and accepts the boundary less behavior of their staff; assumes that others are well-intentioned; views the company as an entire team rather than as individual lines of business and cares more about the organization’s success than individual success.
    • Believes in the power and synergistic value of teams; equates personal success with team success; focuses on team accomplishment and recognition rather than personal recognition.  Remains optimistic and enthusiastic toward work and others, despite obstacles and setbacks.
    • Is committed to total client satisfaction; thinks things through from the client’s perspective; regularly seeks client feedback and adjusts actions to provide continuous improvement and value to the client; is immediately responsive to client concerns; is a trusted advisor to clients and earns client loyalty by providing products/services to meet the client’s needs
    • Believes in doing things right the first time; has strong commitment to completeness and accuracy of work; has high work standards and holds self-accountable for meeting the performance expectations of customers and clients, and performing at the highest level; is committed to continuous performance improvement.




    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    • The ideal candidate will possess a Bachelor’s degree in Systems Administration, Business Analysis or technology related field, or possess the equivalent experience in a financial institution, bank or credit union supporting ATM and Card based systems. 
    • 5+ years in progressive ATM/Card services experience.
    • Must have excellent computer skills, including MS Word, Excel 
    • Must have excellent interpersonal, verbal and written skills.  
    • Knowledge of ATM/Card products.
    • Superior quantitative and analytical skills.

    Who We Are

    Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 140,000+ members at our branches throughout Michigan, and we’re growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.


    Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture centered around service, professionalism, and growth. The perks are pretty cool, too – we’re consistently named as a 101 Best & Brightest Place to Work (nationally!) as well as several other local workplace awards, mainly because of our competitive pay, excellent benefits package, and supportive policies.


    Michigan First highlights:

    • 400+ team members
    • 26 branches by 2019 spanning the Lansing area, Grand Rapids and Metro Detroit.
    • Industry leader in community support and charitable giving through the Michigan First Foundation
    • Member Services Call Center operates 24/7/365
    • Current assets of more than $920 million



    Michigan First Credit Union has been the proud recipient of:

    • 2018 Detroit Free Press Top Workplaces
    • 2018 Best & Brightest in Metro Detroit
    • 2018 Best & Brightest in West Michigan
    • 2018 Best & Brightest in the Nation
    • 2018 Crain’s Coolest Places to Work in Michigan #10 spot out of 100
    • 2018 Channel 4 - Vote for the Best - 1st Place
    • 2018 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level 


    Perks of joining our award-winning team include:

    • Competitive pay
    • A low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
    • 401(k) - 100% match up to 5% deferral
    • Tuition reimbursement for both Undergraduate and Master’s programs
    • Access to a complimentary concierge service that assists with nearly any item on your to-do list
    • Free, state-of-the-art fitness center at our Evergreen headquarters with exercise equipment, showers and locker rooms
    • Wellness initiatives and events throughout the year to help employees stay healthy
    • Loan discounts for certain secured and unsecured loans and mortgages
    • Opportunities for increases, incentives and profit-sharing, based on performance 




    Michigan First Credit Union is an Equal Opportunity Employer.


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