General information

JobID: 9333

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Allen, Texas, Houston, Texas, Monett, Missouri, Remote, Remote, Springfield, Missouri

Travel Requirements: 0%

Description & Requirements

The Jack Henry & Associates Full-Service Credit Team is seeking a Credit Card Technical Support Representative, Senior. The Card Support Technical Representative will support Financial Institutions on our credit card services platform. This representative will be utilizing multiple case management systems, emails, and phone calls to document and inform the financial institutions on the status of their case.

This position will be worked in Omaha, NE, Allen TX, Houston TX, or Remote within the US. 

MINIMUM REQUIREMENTS

  • Minimum of 6 years of experience supporting Credit Cards for an Issuer or Financial Institution.
PREFERRED SKILLS
  • Associates or bachelor’s degree preferred.
  • Has a wide range of experience and ability to resolve complex issues.  Works on complex and diverse projects.  Analysis requires an in-depth evaluation of variable factors.  Exercises good judgment in selecting methods, techniques, and evaluation criteria for obtaining solutions.
  • Excellent knowledge of product(s) supported and strong knowledge of other core and complementary products.  Able to serve as Subject Matter Expert (SME) on product functionality.
  • Excellent knowledge of the financial industry as it relates to banks and credit unions.
  • Able to use support tools to identify or recreate customer issues.
  • Able to identify and resolve application and service issues relating to Credit Cards
  • Able to provide outstanding customer service as set forth by corporate policies and standards.
  • Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.
  • Extensive knowledge on Commercial Credit Cards and Commercial Credit Card Platforms.

ESSENTIAL FUNCTIONS

  • Accurately assesses the customer's product issue or problem.  Asks the user well-thought-out or detailed questions and carefully listens to the user's responsibility to fully comprehend the need, product issue, and best avenue for resolving the problem.
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
  • Identifies and resolves application and service issues and any other questions that may arise.
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standard (SLS) guidelines.  Uses available support tools to assist the customer and/or recreate the issue.
  • Participates in training programs to continuously improve product knowledge and service skills.
  • Primary contact within the support team for daily questions and issues.  May serve as first tier of response for escalated cases.
  • May provide assistance in the areas of training (trend reporting, internal documentation, cross-training, etc.), staff meetings and periodic written documentation for customers.
  • May act as a team lead
  • Works on special projects or research, as needed.
  • May manage hardware capacity and performance and assess hardware needs.
  • May assist less experienced peers.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.