Application Deadline: October 20, 2025

Base Location - High Street/Gulf City Branches

What is the opportunity?

In the role of Electronic Response Officer, you will provide the highest possible level of service to our business clients and branches/stores as it relates to Point of Sale (POS) and ATM devices. The incumbent must actively collaborate with merchants, vendors, business partners and other stakeholders to ensure Point of Sale (POS) and ATMs (offsite and within branches) are maintained and fully functional to achieve stipulated uptime. Through specific direction from Merchant Sales Team, you will ensure the deployment of new or additional terminals as well as the collection of same.

 

What will you do?

• Responsible for investigating and resolving all Point of Sale (POS) and ATM technical issues to ensure maximum uptime, excellent customer service and client satisfaction within established SLA for both on-call (after-hours and weekend support) and business as usual (BAU) work hours.
• Ensure that all requests meet the SLA for POS device deployment and collection as well as related supplies assigned to the Bank’s Point of Sale merchants within established SLA.
• Provides updates, relevant data and timely escalation of POS issues to the supervisor. Remote ATM monitoring via approved software as well as investigate, escalate and ensure resolution of technical issues within timeframe.
• Ensures the timely updating and closure of assigned tickets on the ServiceNow platform, to facilitate statistical and report generation for the purpose of analyzing and tracking work volume and SLA fulfillment.
• Ensure the timely updating of the installation log and ATM downtime report.
• Assist in the management and maintenance of the ATM and POS inventory databases as well as the availability of POS spares, by providing timely and accurate updates, which includes devices rollout to production, sent for repairs, returned and verified post repairs and marked for disposal
• Plan and proactively manage activities surrounding the execution and completion of in-house and vendor scheduled maintenance of ATMs.
• Perform POS Command Center Support - Responsible for accepting merchant calls, performing 1st level support and remotely resolving all Point of Sale (POS) technical issues ensuring maximum uptime, excellent Customer service and client satisfaction within established SLA.

 

What do you need to succeed?

Must-have

• At least three (3) years working experience with ATMs and POS terminals.
• Diploma in Computer Science or IT or equivalent combination of experience and training
• At least 3 years Information Technology experience with networking background.
• At least three (3) years broad working experience in the Banking Environment
• A fully functional vehicle as this job is a field position and requires daily travel to various locations.
• Lives in south Trinidad as the position is based and supports all areas from Couva and beyond.

 

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• World-class training programs and career development opportunities
• The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
• Innovative mobile technology to ensure your success

 

Job Skills

Critical Thinking, Customer Service Management, Group Problem Solving, Help Desk Support, Installation Support, IT Standards, Requirements Analysis, Technical Troubleshooting, Time Management

 

JOB SNAPSHOT   

Platform:  TECHNOLOGY AND OPERATIONS

Sub Category:  Technology

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above