Software Support Representative Loans

Jack Henry & Associates, Inc.; Springfield (MO); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Tier 1 Support professional to provide first-contact, remote banking client support from Springfield, MO. You will work in a ticket system, troubleshoot issues, and ensure timely resolution for loan platforms and related modules.

The role requires banking experience, strong communication, and the ability to handle multiple priorities in a fast-paced environment. Hybrid work is available, with on‑site interviews as needed.

Qualifications

• 4+ years of experience in a financial institution (bank or credit union) with back-office operations and loan processing exposure.
• At least 1 year in a professional or corporate customer service environment.
• Strong communication skills and customer-first approach.
• Proven problem-solving abilities in time-sensitive situations.
• Willingness to work evenings, weekends, and participate in on-call rotation.

Responsibilities

• Provides level one troubleshooting and accurately assesses product issues.
• Researches customer problems to increase knowledge on supported product.
• Identifies and resolves application and service issues and answers general questions.
• Escalates issues with precise context to higher-level teams when needed.
• Monitors cases and emails and adheres to Service Level Standards (SLS).
• Participates in training to improve product knowledge and service skills.
• May assist in training new employees and act as go-to person for the team.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Tools

Ticket management system

Jack Henry Silverlake Software

Job description

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JobID

17390

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

0%

Workplace Type

Hybrid

Preferred Location

Springfield, MO

Additional Locations

Description & Requirements

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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.

In this role, you will deliver exceptional Tier 1 support to our banking clients, serving as the first point of contact in a dynamic phone support environment. You’ll work within a ticket management system to troubleshoot and resolve customer cases efficiently and professionally. Our team provides operational support for Jack Henry's core systems and related add-on modules for both in-house and outsourced customers for a loan platform. If you’re passionate about delivering outstanding customer service and enjoy problem-solving in a fast‑paced environment, we’d love to hear from you!

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO.

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.).

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:

• 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.
• May assist in training new employees or serve as go-to person for team members.
• May manage hardware capacity and performance and assess hardware needs.
• May perform other job duties as assigned.

What you’ll need to have:

• A minimum of 4 years of experience in a financial institution (bank or credit union), with a strong background in back‑office operations and hands‑on exposure to loan and loan processing.
• At least 1 year of experience in a professional or corporate customer service environment, with a focus on delivering high‑quality client support.
• Strong communication skills, with the ability to clearly articulate technical or support‑related issues while maintaining a professional, customer‑first approach.
• Proven problem‑solving abilities, including analyzing complex issues, identifying root causes, and implementing effective solutions—often in time‑sensitive situations.
• Ability to thrive in a fast‑paced environment, effectively managing multiple priorities while maintaining a high level of accuracy and attention to detail.
• Self‑motivated and dependable, with the ability to work both independently and collaboratively within a team‑oriented environment.
• Flexibility to support business needs, including working evenings, weekends, and participating in an on‑call rotation.
• Willingness to take part in a rotating on‑call schedule (approximately one week every 3-4 months) to ensure continuous client support and service availability.

What would be nice for you to have:

• Experience with Jack Henry Silverlake Software.

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’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.

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.