Software Support Representative (CD/IRA, CIF, Misc)

General information

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JobID

14982

Position Level

Individual Contributor

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

0%

Workplace Type

Remote

Description & Requirements

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At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Jack Henry is seeking a Software Support Representative for our Banking Operations Support Services team. You will provide operational support for Jack Henry & Associates core systems products and all related add-on modules to in-house and outsourced customers. This team focuses on areas such as CD, IRA, Safe Deposit Boxes and Customer Information Files. This position can be worked remotely from anywhere in the United States.

This position can be worked from our Monett or Springfield, MO offices or remotely throughout the U.S.

What you’ll be responsible for:

• 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.

• 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 perform other job duties as assigned.

  What you’ll need to have:

• Minimum of five years’ experience in a financial institution or technical support role.

  What would be nice for you to have:

• Strong working knowledge of the financial industry as it relates to banks and credit unions.

• Expertise in CD, IRA, Safe Deposit Box, and Customer Information File (CIF) operations within a financial institution.

• Experience with Jack Henry core systems Silverlake or CIF 20/20.

• Ability to identify and resolve moderately complex application and service issues.

• Outstanding customer service skills as set forth by corporate policies and standards.

• Excellent communication and customer interaction skills.

  If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

  Why Jack Henry?

  At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

  We demonstrate our commitment by offering outstanding benefit programs (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) to ensure the physical, mental & financial well-being of our people is always met.

  Culture of Commitment

  Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility (https://discover.jackhenry.com/corporate-sustainability) site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

  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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

  Requests for full corporate job descriptions may be requested through the interview process at any time.