iPay Call Center Representative (CCC)

Job Title

iPay Solutions Contact Center Product Support Representative

Job Description

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.

The iPay Solutions Contact Center Product Support Representatives are responsible for providing unparalleled customer service with inbound phone and chat support to bill pay website/mobile application subscribers for all of our financial institutions. You will support customer education, site navigation, problem resolution, basic technical support, and ticketing requests. The calls or chats will primarily be from individual subscribers but could also be from financial institution representatives as well. This is a first call/chat resolution position that requires an individual to define the subscriber's issue while using available resources to efficiently troubleshoot and resolve. The pay range for this position is $34,320-$37,500 per year.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in: Allen, TX; Louisville, KY; Springfield, MO; or Monett, MO. However, you will be required to be onsite for your first day of onboarding.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Responsibilities

• Providing timely product support by assessing, researching and/or resolving the issue in a single resolution.
• Maintaining a strong level of professionalism working to establish a positive rapport with every customer via call, chat, or case and using required security protocol to verify customer information.
• Documenting product issues and enhancements escalating information to leadership and complex customer inquiries or system issues for resolution to the appropriate recipient.
• Assisting customer with new account set up and performing maintenance for existing accounts.
• Actively participating in various group meetings including but not limited to team meetings, one-on-one discussions, and quality review sessions.
• Maintaining expected call center metrics.
• May perform other job duties as assigned.

Requirements

• Minimum 1 year of customer service experience. (customer facing OR phone customer support)
• Must have the ability to communicate clearly and understandably.
• Must be able to work an assigned shift. Please note there is no flexibility or changes to this shift after it is accepted. Shift would be between the hours of 9am-10pm ET, Monday Friday. An 8-hour shift will be confirmed if a job offer is extended.
• Must be able to work a training schedule for first 6 weeks from 8:00am 5:00pm ET, Monday - Friday.
• Candidates will need to acquire (at their own cost) the following speeds to maintain a work from home status (Hybrid or full time remote).
• 20 mbps download speed
• 10 mbps upload speed*

Preferred Qualifications

• Call Center experience.
• Ability to be calm, courteous, and communicate clearly when assisting customers.

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 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 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.