Remote Banking Support Specialist

Jack Henry & Associates, Inc.; Charlotte (NC); Remote; USD 42,000 - 62,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Tier 1 banking support specialist to deliver exceptional service to our financial institution clients. You will troubleshoot, resolve, and document issues in a fast-paced, remote environment with occasional on-site onboarding when required.

You will work with loan processing platforms and core systems, maintaining strong customer relations and timely issue resolution while adhering to SLAs and quality standards.

Qualifications

• Minimum 4 years of experience in a financial institution (bank or credit union).
• At least 1 year of experience in a professional or corporate customer service environment.
• Strong communication skills with a customer-first approach.
• Proven problem-solving abilities, including root-cause analysis.
• Ability to thrive in a fast-paced environment with multiple priorities.
• Willingness to participate in rotating on-call schedule.
• Experience with loan processing is a plus.

Responsibilities

• Provides level one troubleshooting and accurately assesses customer issues.
• Resolves cases in a timely, professional manner within SLAs.
• Researches product and service issues to increase knowledge.
• Escalates issues with precise context to higher-level support when needed.
• Monitors incoming cases and emails to ensure timely replies.
• Participates in training to improve product knowledge and service skills.
• May assist in training new employees and supporting team members.

Skills

Communication skills

Problem solving

Teamwork

Flexibility

On-call support

Time management

Tools

Jack Henry Silverlake Software

Job description

Jack Henry & Associates, Inc. is seeking a Tier 1 banking support specialist to deliver exceptional service to our financial institution clients. You will troubleshoot, resolve, and document issues in a fast-paced, remote environment with occasional on-site onboarding when required.

You will work with loan processing platforms and core systems, maintaining strong customer relations and timely issue resolution while adhering to SLAs and quality standards.