Jack Henry & Associates

Bilingual Customer Service Representative

Desktop Support in Charlotte, NC , Elizabethtown, KY

Posted 2019-12-24

Jack Henry & Associates is seeking Bilingual Customer Support Representatives to join our team in Elizabethtown, KY or Charlotte, NC. The iPay Solutions Contact Center is 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. 

The Customer Support Representative supports bill pay subscribers with 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 Customer Support Representative must multi-task to identify priority issues and escalate when necessary.

As a JHA associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success!  JHA stresses a company culture that encourages you to think outside the box and to grow in your professional career.  As a JHA employee you will enjoy a casual and relaxed work environment, a terrific benefit package, and a generous PTO plan that allows you to maintain a work life balance.

Start Date for this position will be Monday, February 10th, 2020. 


Minimum 1 year of customer service (customer facing OR phone customer support) experience.
Must be able to work a M-F training schedule for first 6 weeks from 8 am – 5 pm EST.  
Must be able to work an assigned shift. 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.
Available shifts are as follows:
1:30pm-10:00pm EST
12:00pm - 8:30pm EST
10:00am - 6:30pm EST

Call Center experience.
Banking experience.
Associates or Bachelor’s degree.
Strong communication and customer relations skills.
Strong knowledge in MS Word, Excel, Outlook, and Internet Explorer.
Strong written and verbal communication skills.
Able to type accurately and efficiently at a speed of at least 40 WPM. 
Proficient data entry skills.
Ability to be calm and courteous when handling difficult calls and requests.
Ability to multi-task.

Answer incoming calls and/or online cases from external customers in a timely manner.
Efficiently and effectively, use on-line chat, email, and phone to address and resolve customer questions.
Identify and escalate problems/issues to the appropriate party.
Continually develop and maintain working knowledge of bill pay products in order to provide the highest caliber of support possible.
Consistently maintains call statistics comparable to peers.
May mentor and train lower level CSR’s.

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Company summary

Jack Henry & Associates, Inc.® (NASDAQ: JKHY) is a leading provider of technology solutions and payment processing services primarily for the financial services industry. The S&P 500 company’s solutions serve more than 9,000 customers nationwide and are marketed and supported through three primary brands – Jack Henry Banking®, Symitar®, and ProfitStars®. We celebrate life and having fun just as much as we work. Our work environment encourages a personally, professionally, and financially rewarding career for our Associates. Every week there's always something new and exciting happening at our various office locations, whether it's Super Bowl parties, FUN team contests, pancake breakfasts, bake sales, Halloween costume contests, food trucks, mud volleyball tournaments, March Madness Tournaments, Office Olympics, or employee sporting event outings. These events and our company culture reflect our company philosophy: "Do the right thing, do whatever it takes, and have fun!"


Our five Core Values - Passion for Customer Service, Relationships, Integrity, Drive for Results, and Excellence - otherwise known as PRIDE - complement our company philosophy and mission, and represent what is inherent in JHA Associates. The reason we are ranked on many "top places to work" lists across the nation year-after-year, is because we are dedicated to our Core Values and focused on hiring talent like you!

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