Electronic Response Officer

Application Deadline: October 20, 2025

Base Location: RBC, St. Augustine Branch

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.

Ensure the POS devices being rolled out are technically sound and in keeping with our standards,

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

Additional Job Details

Address:110 Henry Street:Port of Spain

City:Port Of Spain

Country:Trinidad and Tobago

Work hours/week:37.5

Employment Type:Full time

Platform:TECHNOLOGY AND OPERATIONS

Job Type:Regular

Pay Type:Salaried

Posted Date:2025-10-13

Application Deadline:2025-10-21

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

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

R-