About the role

Aplyr's Quick Take

This role is about providing Tier 1 support for ATM and Teller Cash Recycler operations, focusing on troubleshooting, quality assurance, and process improvement. You'll be managing incidents, analyzing trends, and ensuring service quality while collaborating with various stakeholders. It's primarily an individual contributor role with a mix of technical support and analytical tasks.

Good fit

Ideal candidates have at least 2 years of experience in tech support or operations, preferably in banking or financial services. A detail-oriented, analytical mindset and comfort with data analysis and reporting will help you thrive here.

Worth noting

The role emphasizes continuous improvement and automation, suggesting a forward-thinking environment. However, the posting lacks clarity on specific day-to-day tasks and the team structure.

At M&T Tech, we’re a team of makers, doers, and builders working to create advanced technology solutions in banking. We’re not your stereotypical suit-and-tie organization—we are an innovative team of tech experts pushing boundaries, solving complex problems, and delivering impactful solutions.

Join us as we build tomorrow’s bank, today.

Role Overview

The ATM/TCR Operations & Quality Analyst supports day-to-day ATM and Teller Cash Recycler (TCR) operations while driving service quality and operational excellence. This role combines Tier 1 helpdesk support with quality assurance, focusing on queue management, trend analysis, and continuous improvement.

Key Responsibilities

Operations & Helpdesk Support (Tier 1 Execution)

Provide Tier 1 support for ATM and TCR incidents
Monitor alerts, tickets, and system queues in real time
Troubleshoot hardware and software issues remotely
Execute standard incident handling procedures and escalations
Support branches, field technicians, and third-party vendors
Ensure SLA adherence and timely ticket resolution

Quality Assurance & Queue Management

Perform ongoing quality reviews of work queues and tickets
Validate ticket accuracy, documentation, and resolution quality
Identify trends, recurring issues, and process gaps
Ensure consistent application of workflows, prioritization, and escalation criteria
Provide actionable feedback to improve team performance

Reporting, Insights & Continuous Improvement

Track, analyze, and report on quality and operational metrics
Identify opportunities to reduce repeat incidents and improve service delivery
Translate data insights into actionable recommendations
Support development and maintenance of Power BI dashboards

Automation & Process Optimization

Identify inefficiencies within Tier 1 workflows and processes
Support automation initiatives and continuous improvement efforts
Enhance SOPs and documentation based on quality findings
Leverage AI and automation tools to improve productivity

Incident Management & Risk Controls

Support incident triage and root cause identification
Ensure adherence to audit, compliance, and control standards
Identify and escalate risk, control gaps, and anomalies

Vendor & Stakeholder Collaboration

Partner with vendors to resolve operational issues
Identify and escalate recurring vendor-related defects
Collaborate with internal stakeholders to improve processes and outcomes

Required Qualifications

Minimum of 2 years of relevant work experience and/or higher education
Experience with automation and process improvement initiatives
Strong analytical skills with SQL proficiency
Experience with Power BI or similar dashboarding/reporting tools
Quality analyst background

Preferred Qualifications (Nice to Have)

Experience supporting ATM, TCR, or banking operations environments
Familiarity with ticketing or monitoring systems

What We Offer

We support our team members with a comprehensive and competitive benefits package, including:

Competitive compensation
Health, welfare, and retirement benefits
401(k) with a 5% company match
Flexible work arrangements and strong work-life balance
25 days of PTO plus 12 paid holidays for Banking Officers
40 hours of paid volunteer time annually
And more — see our Benefits Overview for details

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

Aplyr's read

M&T Bank is a regional financial institution with a strong community focus, attracting professionals in commercial banking and financial services.
Synthesized from recent postings & public sources

What's promising

•M&T Bank has a strong regional presence in the Northeastern U.S.
•The bank offers diverse career opportunities in commercial and retail banking.
•M&T Bank is known for its community-oriented approach and local involvement.

What to watch

•M&T Bank faces competition from larger national banks.
•Limited public information about its technological innovation initiatives.
•The bank's regional focus may limit geographic career mobility.

Why M&T Bank

•M&T Bank emphasizes a community-focused banking model.
•The company offers specialized roles in commercial credit and equipment financing.
•M&T Bank provides hybrid work opportunities for certain roles, enhancing work-life balance.

Aplyr’s read is generated by AI from public sources. Was it useful?

About M&T Bank

M&T Bank

mtb.com

View company

M&T Bank is a regional bank holding company that provides a wide range of financial services, including commercial and retail banking, investment services, and mortgage banking.