About this role
THIS ROLE IS FRIDAY - MONDAY 1130AM to 10PM
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
Preferred Qualifications (Nice to Have)
• Experience with Power BI or similar dashboarding/reporting tools • Quality analyst background • 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