ATM Custodian

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

• To ensure the availability of a fully functional Automated Teller Machine (ATM)/Automated Note Acceptor (ANA) service to customers including the custody and balancing of ATM/ANA cash, processing of ATM/ANA deposits and handling of ATM/ANA computer reports.
• To understand and manage the risks associated with the custody of ATM’s/ANA’s through an effective system of controls.
• To maintain a high level of integrity and ethical standards.
• To provide a high quality supply of bank notes to customers and in Branch Serviced ATM’s/ANA’s via the note recycler (where applicable)

Key Responsibilities/Accountabilities

• Automated Teller Machine (ATM) and Automated Note Acceptor (ANA) terminals
• Controls ATM/ANA keys according to laid-down instructions.
• Adheres to laid-down instructions regarding the control, movement and take-over of cash.
• Undertakes ATM/ANA contingency procedures.
• Replenishes ATM/ANA cash according to laid-down instructions.
• Ensures canisters hold sufficient cash for weekends and public holidays.
• Monitors cash levels and clear/order cash to ensure holdings are sufficient to meet business needs and fall within prescribed limits at all times.
• Balances the cash in ATM’s/ANA’s on a bi-weekly basis.
• Sweep ANA machine daily and balance on NDS Desktop against sweep.
• Completes and balances ATM/ANA cash specification.
• Releases cash paid out figures.
• Ensure good quality notes are loaded to ATM/ANA Machines

ATM/ANA daily maintenance

• Ensure ATM/ANA machine are clear of cash jams and retained cards to increase uptime, as and when required.
• Replenishes ATM/ANA stationery.
• Ensures maximum up-time by reporting systems or technical problems to ATM Control immediately and follow up in need to ensure that corrective action is taken.
• Ensures that the print on transaction records is legible for all ATM/ANA terminals.
• Ensures that all ATM/ANA terminals are kept clean externally and internally at all times.

Retained ATM cards (where applicable)

• Clears retained cards from ATMs and handles according to laid-down instructions.
• Ascertains the reasons for cards being retained and takes corrective action.
• Destroys cards or hands to Frontline Support, according to laid-down instructions.

Routine

• Files ATM/ANA computer reports and ANA transactional record.
• Attends to related telephone calls and customer queries regarding ATM transactions.
• Sorts waste into laid-down sequences and place in waste receptacles on completion of each transaction.
• Ensures that duty of care requirements are adhered to.
• Read circulars and fan-out’s daily.
• Ensures that post-dated cheques register is updated on a daily bas.
• Familiarize yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11”

ATM deposits

• Clears and processes ATM deposits daily according to laid-down instructions.
• Handles irregular cheques as unpaid items.
• Attends to deposit corrections, where required.
• Updates the post-dated register on a daily basis with details of post-dated cheques deposited and ensure that all charges are recovered on the same day.

Re-cycling of good quality notes

• Ensure that high quality bank notes are recycled in accordance with the South African Reserve Bank [SARB ] minimum requirement by custodians, via the note recycler, for issue to customers and self-service ATM replenishment by the Branch (where applicable)

Custodianship

• Acts as Primary custodian of Automated Teller Machine (ATM)/Automated Note Acceptor (ANA) keys.
• Acts as primary custodian for the ANA/ANTM (KABA) Automatic time delay lock pass code.

KABA Locks

• Receive the installation checklist and ensure it is filed on site for scrutiny by Security Services at any time.
• Reset the unique user PIN numbers as factory default codes may not be used for normal operation.
• Complete the service checklist when any changes are made to the system after installation.
• Upon vacating the position, complete a hand over of the master code to the appropriate Team Leader as per the laid down procedure.

Reports

Action the following reports according to laid-down instructions:

• Report 2220 (Auto Bank cash paid out);
• Report 2222 (Auto Bank deposit transactions);
• Report 2223 (Auto Bank exceptions);
• Report 7473 (ATM compare report);
• Report 8345 (Clearing of cash on U status accounts); and
• Report 8812 (Cards retained by Auto Plus – exceptions).
• Report 6751 (Auto bank/Auto cash balance record)
• Report 11060 (ANA sweep deposits not processed)
• Report 11061 (ANA exceptions report)
• Report 11062 (ANA cash deposit transactions (info Report)
• Report 11063 (ANA cash deposits not swept (info Report)
• Report 11064 (ANA sweep differences)
• Report 11065 ( Automated Note Accepter cash sweep exceptions items)
• Report 10745 (Un-actioned ATM deposits)

Reactive selling

• Identifies cross selling and migration opportunities and sells products/services reactively.
• Completes sales and lead generation tracking forms on a daily basis.
• Ensures that targets and budgets are met.
• Participates in tactical sales/marketing activities as required.
• Identifies migration opportunities and sells products/services reactively.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Ensures accurate capture, updates or amendments of customer information and history notes.

Key performance measures

• Correct levels of cash and stationery.
• Problems with equipment promptly identified and reported.
• Prompt actioning of customer complaints
• Deposits and ATM reports timeously processed or actioned
• Net Promoter Score (NPS) for the Branch
• High quality notes to be recycled for customer and ATM usage as per laid down standards.
• Complete all compliance training within laid down timelines
• Effective Change Management and adoption of projects and initiatives.
• Number of queries and complaints logged effectively and correctly.
• Number of leads submitted resulting in a sales conversion.
• Number of cross selling opportunities identified resulting in sales conversion.
• Number of leads logged in originating branch vs. sales conversion in concluding branch.

Preferred Qualification and Experience

• Matric.
• Institute of Bankers or related qualification
• 1-2 years’ branch banking experience, with exposure to telling.

Knowledge/Technical Skills/Expertise

Knowledge

• Broad understanding of the bank’s procedures and policies and the application of the Group Reference Guide.
• Knowledge of the Code of Banking Practice.
• In-depth knowledge of branch cash flow administration, cash transactions and on-line money transfers.
• Detailed knowledge of ATM custodianship.
• Sound understanding of the entire process of transactions from customer to Operations Support Centre/Proof of Deposit.
• Attendance of the ATM Custodian course, and certificate of competence.

Technical competencies

• Computer literate
• Good negotiation skills
• Good mentoring and coaching skills
• Excellent leadership skills