Fraud Support Call Center Representative (CCC)

Jack Henry & Associates Inc.•Charlotte, NC

46d•$34,320 - $37,500•Remote

About The Position

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; Charlotte, NC; 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.

Requirements

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 20 Mbps download and 10 Mbps upload. If there is more than one person using the internet, the download speed should be 25 Mbps.
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.

Nice To Haves

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

Responsibilities

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.

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