Client Support Representative II: Bill Pay

Jack Henry & Associates, Inc.; Elizabethtown (KY); Remote; USD 39,000 - 58,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Remote Technical Support Representative for its Payment Solutions client support team. You will assist financial institutions with bill pay education, site navigation, issue resolution, and basic troubleshooting, primarily via phone and chat.

The role emphasizes first-call resolution and outstanding customer service. Training runs 8:30 AM–5:00 PM EST, with post-training shifts 9:00 AM–8:00 PM EST, Monday through Friday; candidates must reside within ~70

Qualifications

• Must have at least 1 year of technical or product support experience within a corporate environment.
• Previous experience working in a call center setting is required.
• Associates or Bachelor's degree is preferred.
• Prior experience in banking/credit union environments is a plus.

Responsibilities

• Provide level one trouble shooting for financial institutions for iPay products and document issues.
• Communicate with clients via phone and chat regarding iPay usage and resolve questions.
• Participate in training to stay current on iPay product changes and upgrades.
• Provide detailed notes and escalate issues as needed.
• May perform other duties as assigned.

Skills

Inbound calls

Chat support

Customer service

Troubleshooting

Communication

Education

Associates or Bachelor's degree

Tools

iPay product knowledge

Job description

Description & Requirements

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.

Our Client Support team for Payment Solutions is seeking a dedicated Technical Support Representative to assist financial institutions with bill pay education, site navigation, issue resolution, and basic technical troubleshooting. In this role, you will deliver exceptional customer service through inbound phone calls and online chats, ensuring prompt and effective support. The team is committed to achieving first‑call resolution to enhance client experience. This position includes a training schedule from 8:30 AM to 5:00 PM EST, Monday through Friday. Upon completion of training, you will be assigned a shift within the hours of 9:00 AM to 8:00 PM EST, Monday through Friday.

This is a remote position, and candidates must live within approximately a 70-mile radius of our office location in Louisville KY.

The salary range for this position is $38,650- $58,150 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:

• Provide level one trouble shooting for financial institutions for iPay products. Assessing the issue by asking detailed questions, documenting the issue, and resolving the issue.
• Communicating with clients via phone and chat regarding iPay use. Researching issues to increase knowledge base and provide high level support.
• Participate in training to stay current on iPay product changes and upgrades.
• Provide complete detailed notes of issues, documenting and escalating issues as needed.
• May perform other job duties as assigned.

What you'll need to have:

• Must have at least 1 year of technical or product support experience within a corporate environment.
• Previous experience working in a call center setting is required.

What would be nice for you to have:

• Associates or Bachelor's degree.
• Previous experience working in a bank or credit union.

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 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.