General information

JobID: 8273

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Working Time: Full-Time

Locations: Omaha, Nebraska, Remote, Remote

Travel Requirements: 5%

Description & Requirements

Jack Henry & Associates, a leading provider of technology solutions and payment processing services primarily for the financial services industry, is hiring a Client Service Analyst. This position resides within the Profitstars Financial Performance Suite which provides customers with support and services for a suite of products that our customers utilize for budgeting, forecasting, asset liability management, CECL, employee incentive programs and profitability measurements. 

This position will be part of a team that performs several key functions for our customers, including financial model builds, customer education, and ongoing support within the entire product suite.  This position may be responsible for additional tasks including, but not limited to, UAT (user acceptance testing), error troubleshooting, creation of educational content, internal cross-training and financial model validations. 

Candidates for this position should have experience taking on multiple projects at once, therefore time management skills are essential.  This a is customer-facing, advisory level position, so the individual filing this role is expected to be a subject matter expert that possesses excellent customer service skills and the ability to build strong relationships with customers, promoting trust and confidence in our products and our company. Jack Henry offers a comprehensive benefits package and stresses a work-life balance and opportunities to grow within the department and across the organization.

This position can be based to work out of Omaha, NE or remote from any US location.


MINIMUM QUALIFICATIONS

  • Bachelor’s degree required.

  • Must have a minimum of 10 years of experience in asset liability management, analysis, accounting, audit, or treasury.

  • Must have experience working in the financial industry.

  • Must be able to travel up to 5% for potential client meetings, trainings, or conferences.


PREFERRED QUALIFICATIONS

  • Customer service experience.

  • Experience in writing/creating adult learning materials.


ESSENTIAL FUNCTIONS

  • Responsible for coordinating activities of Customer Services Analysts and/or projects.  May oversee the installation process, conduct new customer installation reviews and provide software product training to less experienced team members.

  • Provides telephone consultation and support services to CXO level customers. Consults customers in analyzing and interpreting data to increase accuracy of results, make informed decisions and determine optimal risk levels.

  • Provides customer consultation on complex banking concepts.

  • May perform and/or manage complex customer installations.  Engages customer in consultative dialogue for the purpose of collecting and interpreting key customer data.

  • Completes projects, including but not limited to, risk analysis, financial model validations and core deposit studies.

  • Assists customers in interpretation of financial models.

  • Maintains customer databases with pertinent information for the purpose of identifying specific contacts.  Logs all client activity related to support, financial analysis and report generation, etc.

  • Communicates customer feedback and requests for additional functionality to product development.

  • Encourages and solicits customer referrals.  Acts as a subject matter expert to Sales.

  • Acts as a primary resource for other Client Services Analysts and assists in complex customer problems or projects.

  • Acts as a resource for other product lines.

  • May assist less experienced peers.  May act as a team lead.

  • Provides input into the performance appraisal process.

  • May provide additional product/service-specific support in the following areas:

  • Assists in product development by testing new software releases.  Documents all phases of system operations

  • Conducts customer or internal training sessions, delivers Board or ALCO presentations, writes white papers and/or speaks at industry trade events. 

  • Coordinates and provides monthly/quarterly updates to all service bureau and monthly administrative customers. 

  • Responsible for at-risk customers and ensuring their continued use of the model.  May offer other solutions such as monthly administrative service or service bureau.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

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