General information

JobID: 9052

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote

Description & Requirements

Jack Henry & Associates has excellent remote opportunities available within our Bank/Credit Union call center. 

Acting as an agent on behalf of our financial institution clients, the Bank and Credit Union Product Support Representatives assist customers with a wide range of software products. Joining this team will give you the opportunity to gain hands on experience working with a variety of software products, which can then lead to career advancement opportunities across the organization! 

Training for this position will start on 6/14/2021. You must be able to work the training schedule outlined below:

  • Monday-Friday 8AM-5PM CT for the first 5 weeks.

Full-Time candidates must be able to work the following:

  • Weekdays: 10AM-7PM CT, 11AM-8PM CT, 12PM-9PM CT or 1PM-10PM CT, with one weekday off. The day off will vary Tuesday-Friday based on business need.
  • Weekends: An 8-hour shift on either Saturday or Sunday. The day and hours will vary based on business need. Weekend shifts start between 6:45AM and 11AM CT.
  • Holidays: We're open 363 days a year; closed Thanksgiving and Christmas. Holiday scheduled will vary based on business need.

Candidates will need to acquire (at their own cost) the following speeds to maintain a work from home status (Hybrid or full time remote).

  • 10 mbps download speed
  • 1.5 mbps upload speed*
*Note that if more than one individual will be using the internet at your residence during your scheduled shift, it is recommended to increase your download speed to 25 mbps to not interfere with your work connection.

  • Must have at least 2 years of experience in a call center or bank or credit union industries.
  • Must be available for one of the shifts outlined above.

  • Bachelor’s degree (or working toward) in business or IT related field.
  • Candidates that are bilingual are preferred, but not required.

  • Provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems. 
  • Assesses nature of question or issue and resolves in a timely manner.  Questions and issues will vary depending on the product supported.
  • Assists customers with new account set up, and performs maintenance for existing accounts.  Assists customers in validating accuracy of account data.
  • Assures system security by verifying customer information prior to performing any modifications or resets, according to the company’s standard security requirements.
  • Thoroughly documents issues and resolutions, per corporate standards.  May forward product issues to development. 
  • Communicates the customer’s needs/expectations to the appropriate personnel.  Follows escalation procedures to ensure complex support issues are resolved. 

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.