Technical Support Representative: Loans

General information

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JobID

14484

Position Level

Individual Contributor

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

10%

Workplace Type

Remote

Description & Requirements

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At Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

Under general supervision, provides OnBoard Loans/Core Boarding product support to customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JH relationship.

This position will be filled to work remotely 8:00am-5:00pm CST within the U.S. and may travel up to 10% for meetings or training.

If you are interested in this position, please apply on or before May 31, 2024.

What you’ll be responsible for:

• Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.

• Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.

• Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.

• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.

• Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.

• Participates in training programs to continuously improve product knowledge and service skills.

• Maintains process documentation and ensures that procedures are up-to-date for CoreBoarding product.

• May assist in training new employees or serve as go-to person for team members.

• May perform other job duties as assigned.

What you’ll need to have:

• Minimum of 3 years lending operational experience from a financial institution.

• Must have experience working with a Loan Origination System (LOS) system.

• Excellent soft skills such as communication and critical thinking are a must.

What would be nice for you to have:

• Bachelor’s degree in Business.

• Experience with LoanVantage or OnBoard Loans lending platforms.

• Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira OR JSource.

• Must have experience working with XML files/logs.

• Strong and diverse lending/operations experience.

• A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Exercises good judgment in selecting methods and techniques for obtaining solutions.

• Strong knowledge of the financial industry as it relates to banks and credit unions.

• Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.

• Able to use support tools to identify or recreate customer issues.

• Able to identify and resolve application and service issues.

• Able to provide outstanding customer service as set forth by corporate policies and standards.

• Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.

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 eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) to ensure the physical, mental & financial well-being of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility (https://discover.jackhenry.com/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.