Debit Card Support Representative II

Jack Henry; Allen (TX); On-site; USD 23,777 - 33,103; Full time

Job summary

A leading financial services company is looking for a Debit Card Support Representative to provide high-volume customer service and support related to debit card transactions. Candidates are required to have experience in customer service and must be available for flexible hours, including potential weekend and holiday shifts. Knowledge of debit card services and troubleshooting techniques is a plus. This is a remote position, but candidates must reside within a specified distance from certain office locations.

Qualifications

• Minimum of 18 months experience in a customer service role, debit card services, or back-room operations for a financial institution.
• Typing speed of 35–40 words per minute.
• Availability to work 9:00 am – 6:00 pm CT, Monday through Friday.

Responsibilities

• Provide high-volume customer service in transaction research.
• Research customer issues to provide top-level support.
• Identify and resolve application service issues.

Skills

Customer service experience

Debit card services

Troubleshooting techniques

Tools

SilverLake System

CIF 20/20 core system

Fiserv Optis system

Job description

Debit Card Support Representative (Technical Support Representative II)

Location and Salary:
Remote position; candidates must live within a 70‑mile radius of one of the following office locations: Allen, TX; Lenexa, KS; Cedar Falls, IA; Charlotte, NC; Birmingham, AL; Louisville, KY; Springfield, MO; or Monett, MO.
Salary range: $17.26 – $24.03 per hour, determined by location and experience level.

What you’ll be responsible for:

• Provide high‑volume customer service in transaction research, general application and report inquiries, and card processing.
• Research customer issues to increase product knowledge and provide top‑level support, keeping current on system changes and upgrades.
• Identify and resolve application service issues; answer general application questions.
• Escalate complex issues to higher levels with precise explanations for personnel.
• Answer calls, log new and update existing cases, monitor incoming cases, and resolve them following Service Level Standards (SLS). Use available support tools to assist or reproduce customer issues.
• Participate in training programs to continuously improve product knowledge and service skills.
• Perform other job duties as assigned.

What you’ll need to have:

• Minimum of 18 months experience in a customer service role, debit card services, or back‑room operations for a financial institution.
• Availability to work 9:00 am – 6:00 pm CT, Monday through Friday, and to remain available during 7:00 am – 7:00 pm CT for potential shifts.
• Willingness to work holidays, weekends, or extended hours as needed.

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.
• Knowledge of Fiserv Optis system.
• Typing speed of 35–40 words per minute.

Even if you don’t meet every requirement, we encourage you to apply. We’re looking for passionate, driven individuals who align with our mission and bring unique perspectives.

Equal Employment Opportunity

At Jack Henry, we are an equal opportunity employer and we are committed to providing equal opportunity in all 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.