Jack Henry & Associates, Inc Job - 35679689 | CareerArc
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Company: Jack Henry & Associates, Inc
Location: Monett, MO
Career Level: Associate
Industries: Banking, Insurance, Financial Services

Description


Are you looking for an opportunity to utilize your software or technical support skills in a phone support environment?  If so, this position may be perfect for you!  Jack Henry and Associates is seeking to hire a candidate for an exciting role as a Software Support Representative.  In this role, candidates will be supporting an outbound support center where bank customers place ticket cases. Candidates pick up cases and call customer back immediately to try to resolve their case.  This team supports the software core JHA system where deposits, savings accounts and loans are offered to customers.  Candidates will have direct interaction with customers over the phone in this software support opportunity. 

About this team

Jack Henry & Associates Banking Operations Support Services provide operational support of Jack Henry's core system products and all related add-on modules to in-house and outsourced customers.  The team focuses on 4 main product areas; General Ledger, Loans, Deposits and Core operation support working part of this large but smaller team environment. 

MINIMUM QUALIFICATIONS

  • Minimum 18 months of financial or banking institution or technical support experience.
  • Minimum of 1 year of customer facing experience.
  • Must have working knowledge of loan or deposit operations.

PREFERRED QUALIFICATIONS

  • Experience in one or more of the following is preferred: Adjustable Rate Loans, Charge Offs, Collections, Lines of Credit, Collateral Tracking, Credit Bureau Reporting, Dealer Lending, Escrow, Escrow Analysis, HMDA, End of Year Tax Reporting, and/or Fannie Mae/Freddie Mac Loan Servicing.
  • Experience with Jack Henry software.
  • Ability to be self-motivated and work independently.  

ESSENTIAL FUNCTIONS

  • Provides level one troubleshooting.  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 response 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.  Answers general application questions.
  • 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 Standards (SLS).  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.
  • May manage hardware capacity and performance and assess hardware needs.

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. We are committed to a work environment that supports, empowers, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other characteristic protected under applicable federal, state, or local law.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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.


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