[Remote] Bank/Credit Union Contact Center Customer Service Representative (CCC)

Note: The job is a remote job and is open to candidates in USA. Jack Henry & Associates is a technology company focused on transforming financial services for community banks and credit unions. They are seeking a Bank/Credit Union Contact Center Customer Service Representative to assist customers with various financial needs, ensuring system security and effective communication with clients. The role offers hands-on experience with software products and opportunities for career advancement within the organization.

Responsibilities

• Providing assistance to our financial institution client’s 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’s/member’s need with 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
• Actively participating in various group meetings including but not limited to team meetings, one-on-one discussions, and quality review sessions
• May perform other job duties as assigned

Skills

• 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 days/year call center. Schedules will include evenings, weekends and holidays (closed Thanksgiving and Christmas Day) and will be assigned upon job offer
• Based on business need, candidates will be scheduled for one Saturday/Sunday shift per week
• 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 7AM-12AM CT
• Candidates will need to acquire (at their own cost) internet that can support a stable and consistent connection. The following speeds are required minimums to maintain a work-from-home status (either hybrid or fully remote): 20 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). 10 mbps upload speed
• 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

Benefits

• Comprehensive benefits designed to support your physical, mental, and financial health

Company Overview