Debit Card Support Representative II

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.  If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you. 

Jack Henry is seeking a Debit Card Support Representative (Technical Support Representative II) to join their growing team. In this role, the selected candidate will provide support and assistance to Jack Henry clients by resolving cases submitted through the Customer Relationship Management (CRM) system, while also validating caller authentication. This position is part of the first tier of support within JHA Card Processing Solutions™ (CPS), a high-volume area serving financial institutions using CPS Debit and In-House Credit Processing platforms. The role involves direct interaction with financial institution employees and requires a strong understanding of banking processes, card processing, and a commitment to delivering excellent customer service. The team supports clients with report interpretation, transaction research for debit and in-house credit processing, network requirements, basic ATM troubleshooting, general application issues, and card processing using the SilverLake System™, CIF 20/20®, and other third-party systems.

This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO Charlotte, NC; Cedar Falls, IA; Birmingham, AL; or Louisville, KY.

The salary range for this position is $37,717- $56,732 and will be determined based on location and experience level.

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

What you’ll be responsible for:

• Provides customer service in a high-volume support area – transaction research, general application and report inquiries, card processing, etc.
• Research customer problems/issues to increase personal knowledge and familiarity with the supported products and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
• Identifies and resolves application service issues. Answers general application questions and any other questions that may arise.
• Provides appropriate personnel with a precise understanding of the user’s issues and when the problem needs to be escalated to a higher level.
• Answers phone, logs new/updates existing cases, monitors incoming cases, and provides resolution following Service Level Standards (SLS).  Use available support tools to assist the customer and/or recreate the issue.
• Participates in training to continuously improve product knowledge and service skills.
• May perform other job duties as assigned. 

What you’ll need to have:

• Minimum 4 years of experience in a customer service role, debit card services, or backroom operations for a financial institution.  
• The anticipated hours for this position are 8:00am to 5:00pm CT from Monday through Friday.  The applicant must remain available to work during the hours of 7:00 am to 7:00 pm CT.
• This position may require working holidays, weekends, or extended hours as business needs dictate.

What would be nice for you to have:

• General understanding of troubleshooting techniques and practices.
• Strong knowledge of the Silverlake System, CIF 20/20 core system and/or CPS systems.
• Fiserv Optis system knowledge.
• Ability to type 35-40 WPM.      

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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration.  Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate.  Visit our Corporate Sustainability 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.