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Technical Support Representative (Debit/Credit Card Awards Program)

Posted: August 9, 2018

Job Description

The Debit/Credit Card Awards Program team of Jack Henry & Associates is seeking a Card AwardsTechnical Support Representative to join our team in Seattle WA.  The Card Support Representative works in an inbound call center environment with both Financial Institutions, and individual card holders on issues related to the Cards Reward program.  The representative will work on issues such as ordering reward perks, locating reward balances and verifying reward plan details.  The Card Support Representative will also work with Financial Institutions through implementation, upgrades and auditing of the awards program. 

This position is located in our Seattle office, and works in an inbound call center that is in operation from 6:00am to 6:00pm Monday- Friday.  The Card Support Representative will have a set schedule but should be available for any shift during working hours.

MINIMUM QUALIFICATIONS:

  • Must have at least 18 months of experience working in any of the following: banking, credit/debit card processing environment, or experience in a call center. 

PREFERRED QUALIFICATIONS

  • Associate's or Bachelor's degree.
  • Experience with Card Award programs. 
  • Experience working in a high volume contact center. 
  • Understanding of the payments industry. 
  • Prior experience in banking. 

ESSENTIAL FUNTIONS

  • Research customer problems/issues
  • Increase personal knowledge and familiarity with the supported product
  • Keep current on changes and/or upgrades across multiple platforms
  • Provide support for the business and account holder
  • Prepare correspondence, respond to inquiries and fulfill account holder and Financial Institution needs to ensure customer satisfaction
  • Identify and resolve application and service issues and any other questions that may arise 
  • Answer general application questions
  • Provide understanding of user's issues when a problem needs to be escalated to a higher level
  • Monitor incoming cases and emails and resolve in accordance with Service Level Standards (SLS)
  • Participate in training programs to continuously improve product knowledge and service skills
  • Ability to work alone or on a team
  • Work with implementation team, technical support and Web developers and other support teams
  • May be required to set up new or make modifications to financial institution programs
  • Document processes and write procedures
  • QA Testing
  • Monitor weekly and monthly reports and invoices for accuracy and resolve any exceptions.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

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