Sales Ops Support Assoc (II)

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Position Summary 

Serves as a primary point of contact for IBG merchants after ATM installation, providing timely, accurate, and professional support through inbound calls, shared email queues, voicemail, and proactive outreach. The specialist researches and resolves customer requests, maintains complete records in company systems, supports customer access to reporting platforms, coordinates with internal teams, and helps protect customer relationships and revenue through effective follow-up and issue ownership. 

Essential Duties and Responsibilities 

• Provide first-line customer support through the inbound phone queue, shared email inbox, and voicemail; remain available for assigned queue coverage and respond within established service expectations. 

• Identify the customer and terminal, verify location and contact information when appropriate, and document each interaction accurately in CORE or the designated system. 

• Own customer requests through resolution by researching issues, providing clear updates, coordinating with the appropriate internal team, documenting actions and next steps, and completing timely follow-up. 

• Assist merchants with ATM reporting access, including AMP Portal and legacy web reporting tools; create or maintain users, support password or MFA issues, connect users and terminals to the correct organization, provide navigation guidance, and share onboarding or training materials for new and updated systems. 

• Research and resolve merchant payment, commission, surcharge, statement, invoice, deduction, 1099, Reg E, and general account questions; provide applicable agreements, statements, forms, tax documentation, and account records after confirming the request and requirements; partner with Accounting, Business Operations, Sales, and other teams when additional review is needed. 

• Process or coordinate receipt paper and supply orders, document order details, and provide status or tracking information when requested. 

• Support account and ATM information changes, including location, contact, surcharge, payment, bank, tax, and ownership-related updates; route requests requiring specialized processing to the appropriate team. 

• Conduct proactive outreach for inactive or low-transaction ATMs, identify barriers affecting activity, document findings, open or update events, and coordinate escalation when needed. 

• Assist with returned payments, missing banking or tax documentation, equipment or communication-device returns, and other revenue-preservation activities. 

• Interpret and explain applicable agreements, service arrangements, operational requirements, network compliance, government regulations, and available customer options within the scope of the role. 

• Act as a liaison among merchants, Sales, Sales Support, Technical Support, Accounting, Business Operations, Loss Prevention, and other internal partners. 

• Maintain accurate customer, terminal, contact, activity, and shared tracking records across company systems. 

• Monitor shared work queues and team folders throughout the day, move or assign work appropriately, and help balance workload to protect service levels. 

• Follow documented procedures, quality standards, privacy requirements, and escalation paths; promptly communicate system issues, outages, or barriers that may affect customer service. 

• Participate in training, team meetings, process reviews, and new-system rollouts; maintain proficiency as tools and procedures change. 

• Identify process gaps and recommend practical improvements that strengthen accuracy, efficiency, customer experience, and revenue preservation. 

• Provide backup support to team members and partner departments as business needs require. 

Performance and Service Expectations 

• Communicate professionally, clearly, and respectfully with customers and internal partners. 

• Maintain dependable phone and email queue coverage during scheduled work hours and use system statuses accurately. 

• Respond to inbound emails and voicemails within one business day unless a different service standard applies. 

• Follow up on unresolved customer issues and open events at least every three business days, or sooner when the situation requires. 

• Keep events and case notes current, factual, and detailed enough for another team member to understand the issue, actions taken, ownership, and next step. 

• Demonstrate balanced productivity and quality across calls, emails, events, research, and assigned projects. 

• Escalate urgent, compliance-sensitive, financial, or unresolved issues promptly and include complete supporting information. 

• Take ownership of assigned work, meet deadlines, communicate delays early, and confirm completion. 

• Use sound judgment, protect confidential customer and company information, and follow access-control and verification requirements. 

• Adapt to changing priorities, systems, processes, and customer needs while maintaining accuracy and service quality. 

Systems and Tools 

• Microsoft 365, including Outlook, Teams, Word, and Excel 

• Genesys or the current phone and voicemail platform 

• CORE, Cardlink, Doclink, and related customer or terminal databases 

• AMP Portal and applicable web reporting platforms 

• Oracle and other accounting or order-management tools 

• Salesforce, ServiceNow, shared dashboards, and other web-based tools as assigned 

Education, Experience, and Qualifications 

• High school diploma or equivalent required; additional business, customer service, or administrative education preferred. 

• Customer service, clerical, administrative, account support, or related experience preferred. 

• Strong written and verbal communication skills, including the ability to explain detailed information in a clear and customer-friendly manner. 

• Strong attention to detail, organization, follow-through, and documentation skills. 

• Ability to research information across multiple systems, evaluate available facts, and coordinate an accurate resolution. 

• Comfort learning and using multiple applications, shared inboxes, databases, reporting tools, and phone systems. 

• Ability to manage competing priorities in a fast-paced environment while meeting productivity, responsiveness, and quality expectations. 

• Ability to work collaboratively across departments and independently within established procedures. 

• Ability to handle confidential information and customer records responsibly. 

• Must successfully complete all applicable background screening requirements. 

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their 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.

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Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.