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

Jack Henry is a technology company serving community banks and credit unions with secure financial services solutions. The Bank/Credit Union Contact Center Customer Service Representative assists clients’ customers and members with financial needs, resolves inquiries, verifies information for security, escalates complex issues, and participates in team and quality meetings.

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

Requirements:

• Must have at least 18 months of experience in a call center, bank, or credit union
• 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
• 25 mbps download speed
• 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