Job details

Bank/Credit Union Contact Center Customer Service Representative (CCC) - job 2 of 4

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.

Acting as a Financial Representative on behalf of our financial institution clients, the Bank and Credit Union Product Support Representatives assist customers with a wide range of financial needs. 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!

For more details and benefits, click here.

This position can be worked remotely throughout the U.S. however, if you are located within 30 miles of our Contact Center office locations, you will be required to work onsite.

The training schedule for this position is as follows:

Starting 8/21/2023; Monday-Friday 8AM-5PM CT for the first 5 weeks.

What you'll be responsible for:

Providing assistance to our financial institution clients customers and members, similar to an over-the-phone personal banker.
Assessing nature of question or issue and resolves in a timely manner. Questions and issues will vary depending on the customer/members need with the guidance from our financial institution clients.
Assuring system security by verifying customer/member information prior to performing any modifications or resets, according to the financial institution client’s security requirements.
Communicating the customer’s needs/expectations to the appropriate personnel. Following escalation procedures to ensure complex support issues are resolved.
May perform other job duties as assigned.

What you'll need to have:

Must have at least 1 year of customer service experience.
Schedule Adherence is monitored. Must be able to adhere to a published break and lunch schedule.
Proven ability to remain calm in stressful situations.
Comfortable navigating multiple systems while assisting customers/members.
Must have the ability to communicate clearly and understandably.
Full-Time candidates must be able to work the following:

Candidates must be able to work their assigned schedule in a 363/24/7 call center. Schedules will include nights, weekends and holidays. (Closed Thanksgiving and Christmas) and will be assigned upon job offer.
Based on business need, candidates will be scheduled for one Saturday/Sunday shift, and will be off one weekday, which will vary between Tuesday-Friday.
We also periodically offer a Weekend Warrior shift that will be 10-hour shifts for 4 consecutive days.
The specific shift will be confirmed if a job offer is extended. Please note there is no flexibility or changes to this shift after it is accepted. Shift will be scheduled between the hours of 9AM-12AM CT.
We offer a shift differential for night and weekend shifts. The shift differential is paid for each hour worked in the eligible shift and effective after the completion of training.

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 (Note: 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)
1.5 mbps upload speed

What would be nice for you to have:

Customer service and multi-tasking skills.
Ability to listen to and empathize with the customer/member.
Ability to use the tools provided for first call resolution.
Self-developer, takes initiative on career path.
Experience in call center, bank, or credit union industries.

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 to ensure the physical, mental & financial wellbeing 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 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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

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

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