All ATMs need servicing and cash replenishment. But how can banks accomplish these tasks while also reducing risk of robbery? With ATM attacks on the rise, the risks have never been greater, especially for service workers. How can banks keep service workers safe?

Feb. 21, 2023 | by Bradley Cooper — Editor, ATM Marketplace

All ATMs need servicing and cash replenishment. But how can banks accomplish these tasks while also reducing risk of robbery? With ATM attacks on the rise, the risks have never been greater, especially for service workers.

Brad Moody, EVP of operations, Lowers Risk Group, and Mary Pifer, VP of global marketing and product management at 3SI Security Systems, addressed the topic during a panel at ATMIA, held from Feb. 7-9 in New Orleans, Louisiana.

Moody said that when you look at crime, ATMs see 43.3% of attacks, but the number is actually much higher since many attacks also occur during the transfer of cash. In addition, thieves are showing up with more people.

"They shoot first, ask questions later," Moody said.

Pifer said that while physical attacks against the ATM is still the most common, the growing threat is attacking the technician themselves.

"Sometimes they [criminals] will create service issues so that the technician will come there," Pifer said.

She also said criminals will attack servicemen during the day and are, "taking the path of lease resistance," since most of the protective elements are disarmed while the service person is working on the ATM.

A big problem is that ATM companies do not do proper training. Service people at times leave doors open, don't pay attention to surroundings and other issues. They may also leave cash on the ground while servicing the ATM.

Moody said criminals will tail service people for a month to track behavior and find weaknesses before they strike.

As a result Moody gives the following recommendations:

When it comes to GPS sensors, Pifer said 3SI utilized both its legacy ATM Tracker with a new solution Cassette Tracker. These solutions are designed so as not to impede service workers but to automatically update the bank if the cassette is stolen and moved away from the ATM, thus allowing law enforcement to track the cassettes.

At one point, when criminals stole $400,000 in cassettes in Garland, Texas, police got a notification of the event and were able to find the cassettes and got the vast majority of the money back.

Ultimately, Pifer said, "time is of the essence." Banks need to act fast in the face of increasing crimes.

The ATM Industry Association, founded in 1997, is a global non-profit trade association with over 10,500 members in 65 countries. The membership base covers the full range of this worldwide industry comprising over 2.2 million installed ATMs.

Bradley Cooper is the editor of ATM Marketplace and was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.

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