Job details

Technical Support Representative III

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.

A loan technical support representative will support the financial institutions with a wide range of issues as they relate to loan accounts, from the time of loading through payoff within the core bank processing system. We advise institutions on how best to use the Core Director software parameters to meet their unique needs.

Beyond the loan application, our team has an overall understanding of the core processing software and day end processing. Proper and complete day end processing is essential to bank functions and this support is vital our customers' successful operation. This role requires on-call evening/overnight rotation to assist institutions with day end processing. The on-call rotation occurs approximately once a month.

The normal work hours are 8-5, however, the department shares coverage of the 9-6 shift. All Core Director support representatives are assigned a week of 9-6 approximately every other month.

We work collaboratively with other team members and other departments to ensure the best possible service to Jack Henry customers. This position requires strong communication skills both written and verbal as well as personal accountability and the desire to see a problem through to completion. While you contribute as an individual, team mentality is essential to being successful in this position. We are continually learning from each other and our customers. There is no finish line for learning the core software.

What you’ll be responsible for:

Monitor incoming cases and emails and resolve in accordance with Service Level Standards
Use available support tools to assist the customer and answer general application questions.
Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
Participate in training programs, and peer groups to continuously improve product knowledge and service skills as well as bringing new ideas to the product.
Help grow a knowledge base and maintain with current information.
Understand the operating system the software resides in, along with file structures, directories, disk space, hardware resources in use, and navigating troubleshooting in the operating system.
May perform other job duties as assigned.

What you’ll need to have:

Minimum of four years of experience in a financial institution.
Flexibility to work evening/overnight rotation. Will include weekends and holidays.

What would be nice for you to have:

Loan operations experience in processing, payments, reconciliation, reporting, or technical support of this functionality.
Experience in many of the following:

Adjustable-Rate Loans
Charge Offs and Non-Accruals
Collections
Commercial Lending
Lines of Credit
Collateral Tracking
Credit Bureau Reporting
Dealer Lending
Escrow and Escrow Analysis
HMDA
SBA Lending and Servicing
FASB
Transaction posting and reconciliation to General Ledger
ACH payments
End of Year Tax Reporting
Fannie Mae/Freddie Mac/FHLB Loan Servicing
Microsoft Windows environment, knowledge of navigating around directories, moving/transferring files, formatting incoming and outgoing files.

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.