TCM Support Specialist

Job Description At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive
Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more
We are the region's locally headquartered bank and wealth management company
We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve
We Stand For Service® is more than part of our name, it’s our mission and our purpose
A division of WSFS Bank, Cash Connect is proud to be a leading national provider of ATM Cash Management and Deposit Safe Services
Cash Connect’s continual commitment to innovation has helped our clients remain at the forefront of change
The ATM Industry Association (ATMIA) and ATMMarketplace.com have honored Cash Connect with their prestigious Award for Excellence
Cash Connect continues to reinvent service vendor management, ATM Cash Forecasting, and Vault Cash resale
The TCM Support Specialist will be part of the ATM Help Desk team, a unit responsible for providing customer support via telephone, email, and online ticketing system
The incumbent will manage service vendor relationships to ensure service issues are resolved quickly, and keep customers and vendors updated using company supported computer applications and platforms
Job Responsibilities: Troubleshoot problems and escalate issues as required
Ensure all calls made to the ATM Help Desk are properly documented and followed through to a final resolution
Ensure the ticket system is updated with accurate and timely information
This will include type of service, estimated resolution times, billing status and service resolutions
Assist in armored courier management including confirming cash load, opening service requests, following up on open service requests and escalating overdue service requests
Assist with research notifications of ATM shortages, file claims with armored courier as required, and manage open claims
Ensure that invoice payments are received and review armored courier invoice discrepancies to determine steps necessary to resolve the discrepancy
Direct, control and management of order fulfillment with vendor services of armored carriers
Deliver solutions and meet customer demands with exceptional customer service
Meet department performance standards and benchmark service levels
Manage customer portfolio’s and be a liaison for total cash management and armored car management Provide prompt and proactive communication and updates Minimum Qualifications: Bachelor’s Degree preferred or equivalent work experience
Experience in the ATM industry is preferred
Must have 1-3 years of customer service experience
Call center experience is strongly preferred
Must be proficient with Windows and Microsoft software products
Experience with service ticket application is a plus and the ability to move between applications
Candidate must have a typing speed of 50 wpm
Must have strong problem solving & analytical skills (ability to walk techs in the field through written procedures over the phone to resolve issues)
Must have strong telephone skills/etiquette and strong oral and written communication skills
Must have the ability to work in a fast paced environment and have the ability to multi-task and jump from issue to issue
Must have the ability to work extended hours as needed
WSFS Bank is inclusive and supportive of individual needs
If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at
WSFS is an equal opportunity employer
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive
We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve
WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company
Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region
As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration
WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management
Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust®, The Bryn Mawr Trust Company of Delaware, Cash Connect®, NewLane Finance®, Powdermill® Financial Solutions, WSFS Institutional Services®, WSFS Mortgage®, and WSFS Wealth® Investments
Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.',