Payment Support Representative III

Jack Henry•Louisville, KY

12d•Onsite

About The Position

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. Jack Henry is seeking to hire a talented Payment Operations Specialist III to join the iPay Payments Support team. This individual will be knowledge & skilled in researching and resolving issues related to payment processing, payment methods, payment returns, notification of changes and/or customer inquiries. Serves as subject matter expert in one or more specific areas and assists in resolving more complex payment issues. Handles specific task to include; conversions, prospecting, ePayments, providing quality assurance on scrub files and/or check printing operations. The successful candidate will have a proven track record of excellent communication and organizational skills, the ability to multi-task, success working within a team environment, and ability to be self-driven. The iPay Payments Support team provides customer and payment support for our clients and their customers and members. Payment Operations provides support and relationship management and support of vendors. Candidates will be joining this team of 30 employees. This position will be worked onsite at our Louisville, KY office. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

Minimum of 4 years of experience in a related field; preferably in customer service, payments operations, payment technology, payee and merchant relations, banking operations, payments processing, or financial research and balancing.

Nice To Haves

Associate degree or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Familiarity with payments processing
Proficient in Microsoft Office applications.

Responsibilities

Uses knowledge & experience to enhance department operations by making outgoing calls to convert merchants to electronic payments; reviewing data to convert checks to electronic payment form; joining ad hoc department teams; training new representatives; and other tasks as assigned.
Learns & operates advanced processes within the department.
Alerts management of potential issues and makes suggestions for improved processes.
Researches customer problems/issues to increase personal knowledge and basic familiarity with the supported product and provides the highest caliber of support possible.
Works with financial institutions, merchants and customers to ensure payment issues are resolved and funds are correctly applied.
Receives incoming calls and/or emails from external and/or internal customers and answers questions according to department guidelines.
Documents issues and resolutions, per department standards.
Assures system security by verifying customer information prior to performing any modifications according to the company’s standard security requirements.
Communicates the customer’s needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved.
Meets daily productivity goals as defined by the task.
Assists and trains peers or lower level reps.
May perform other job duties assigned.