Patna Branch - Regional Recon

About CMS Info Systems:

CMS is India's largest Cash Management and Payment Solutions firm and the world's fourth-largest ATM Cash Management company. With a network spanning over 100,000 ATMs and retail outlets, CMS operates as the 'circulation system' of the country's economy. Our clients include all the leading banks, financial institutions, and top retail chains. In 2015, Baring Private Equity Asia, Asia's largest private equity fund, acquired a 100% stake in CMS. The company is led by Rajiv Kaul, a former country manager at Microsoft India and a recognized industry leader. Learn more

Purpose of the Job:

To manage ATM disputes, ensuring timely support to business and banks by addressing ATM-related queries and escalations efficiently.

Main Duties:

• Ensure the closure of all open OSR (On-site Resolution) Tickets within the Targeted Turnaround Time (TAT).
• Flash periodic dashboards on OSR Cases to regions and branches.
• Monitor the closure of open tickets as per priority guidelines.
• Monitor the correctness of field staff mapping related to OSR tickets.
• Profile high-risk custodians according to company policy.
• Ensure accuracy of OSR closures to minimize cases being reopened.
• Provide supplementary support including provisioning of FCR (First Card Read), EJ (Electronic Journal), video footage, and deposit slips.
• Act as a coordinating agency for all OSR queries in relation to MSP (Managed Service Providers)/BANK/HO (Head Office) Recon and Regional and Branch activities.

Working Relationships and Contacts:

The job holder will interact with custodians, MSPs, reporting staff, Zonal reconciliation team, and Head office reconciliation team.

Key Dimensions:

• Manage ATM reconciliation and transaction disputes from Managed Services/Banks and ensure resolution in a timely manner.

Person Specification:

Essential Criteria:

• Knowledge and Technical/Work-based Skills: Strong analytical skills, understanding of various ATM reconciliation and BGL (Balance and General Ledger) settlement methods, ATM make-wise error code interpretation, ATM dispute settlement process as per RBI (Reserve Bank of India) guidelines, and SLA (Service Level Agreement) interpretation.
• General Skills/Attributes: Excellent communication skills, proficient typing skills, strong analytical and interpersonal skills.

Desirable Criteria:

• Advanced knowledge of data management and Excel, alongside team management skills.