Fraud Support Call Center Representative (CCC) – job post

Tech Support Office; Allen (TX); Hybrid; USD 34,000 - 38,000; Full time

Job summary

Jack Henry is seeking a Fraud Center Agent to handle inbound calls about fraud on debit, credit, and ATM cards. The role requires working in a remote capacity within ~70 miles of Allen, TX, with onboarding onsite for the first day.

Salary ranges from $34,320 to $37,500 per year, with shift differentials for qualifying shifts. Responsibilities include gathering information, SOP-based assistance, and participating in meetings.

Qualifications

• Minimum 1 year of customer service experience.
• Ability to communicate clearly and effectively.
• Willingness to work an assigned schedule in a 24/7 contact center.
• Reliable internet with at least 25 Mbps down and 10 Mbps up.
• Quiet, confidential workspace with a backup location.

Responsibilities

• Respond to incoming calls regarding fraudulent or questionable debit, credit, or ATM activity.
• Assist cardholders according to SOP and refer to financial institutions when appropriate.
• Participate in team meetings, one-on-one discussions, and quality review sessions.
• May perform other duties as assigned.

Skills

Customer service

Clear communication

Shift flexibility

Home Internet

Quiet workspace

Job description

At Jack Henry, 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. Jack Henry’s Fraud Center is part of the Consolidated Contact Center, an inbound contact center that works 24/7/365. In this position, you will provide high-quality customer service in a fast-paced environment assisting callers with fraud issues on their debit, credit, and ATM cards. This can include lost or stolen cards, and cardholder assistance. The pay range for this position is $34,320-$37,500 per year. Shift differentials are offered for qualifying shifts. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in: Allen, TX; Louisville, KY; Springfield, MO; or Monett, MO. However, you will be required to be onsite for your first day of onboarding. 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:

• Responding to incoming phone calls and gathering information regarding fraudulent or questionable debit, credit, or ATM activities.
• Assisting cardholders in accordance with standard operating procedures, and directing them to their respective financial institutions when appropriate.
• Actively participating in various group meetings including but not limited to team meetings, one‑on‑one discussions, and quality review sessions.
• May perform other duties as assigned.

What you’ll need to have:

• A minimum of 1 year of customer service experience, either customer‑facing or phone/chat support.
• The ability to communicate clearly and effectively.
• The commitment to work an assigned schedule in a contact center that is open around the clock, seven days a week. This may entail working nights, weekends, and holidays. (Training occurs during the first five weeks, Monday and Friday. The training schedule likely will not be your assigned schedule.)
• Reliable, high‑speed internet service that is at least 25 Mbps download and 10 Mbps upload.
• A quiet and confidential workspace. You will also need a comparable backup location if your primary site experiences a power outage or an internet failure.

What would be nice for you to have:

• A data entry background.
• The ability to work well as part of a team, receiving feedback from leaders to improve metrics.

If you got this far, we hope you’re feeling excited about this opportunity.

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 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 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.