Senior Application Support Analyst (Back Office Lending-Credit Unions)

Jack Henry•Monett, MO

2d•$68,700 - $103,150•Hybrid

About The Position

At Jack Henry, 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. Jack Henry is seeking a highly experienced customer-focused, solution-driven analyst to join our team of Operations Support Analysts. This team provides white-glove service to our Symitar Credit Union Solutions clients. We are looking for someone who brings a commitment to excellence, a strong customer-centric mindset, and a self-motivated approach to their work. In this fast-paced environment, you will deliver high-quality software support by analyzing client issues, identifying root causes, and guiding customers toward effective resolutions. You will provide support by answering questions about product functionality, features, and best practices, while maintaining clear and consistent communication throughout each case. As a primary client-facing contact, you will manage incoming cases, address issues promptly, and ensure each customer receives exceptional support. This role blends your technical expertise, procedural understanding, and financial institution experience to support our credit union partners—helping strengthen the relationship between Jack Henry, the credit union, and ultimately its members. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Overland Park, KS; Louisville, KY; Springfield, MO; or Monett, MO. This position is ineligible for immigration sponsorship and support. The salary range for this position is $68,700-$103,150 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

A minimum of 6 years of experience working in a financial institution (bank or credit union).
Experience with loans or within a Lending environment. (Balancing, transactions, batch programs, process resolutions, etc.)
Subject Matter Expert (SME) in lending, loan collections, underwriting, credit reporting, and related processes.
Strong troubleshooting skills with the ability to deliver exceptional customer service in a fast-paced environment.
Ability to work holidays, weekends, and extended hours as business needs require.
Willingness to participate in an on-call rotation.

Nice To Haves

Although the position focuses on lending, experience or exposure to one or more of the following areas would be beneficial: ACH, Accounting, or Card Processing.
Demonstrates experience working independently on complex financial institution processes. Capable of handling non-complex cases without supervision and moderately complex cases with guidance or technical assistance. Exercises sound judgment within defined procedures and established practices.
Capable of establishing systematic, organized, and logic-based processes and procedures.
Familiarity with Jack Henry’s Symitar platform, including Symitar PowerOn, JH products (and/or equivalent competitor products), and an understanding of their applications.

Responsibilities

Analyzes customer environments and consults on existing Jack Henry/Symitar products and processes.
Provides software support and guidance on product functionality, features, and usage.
Serves as a primary client contact, coordinating with internal teams to address customer needs and resolve issues.
Tracks, manages, and resolves customer issues, ensuring timely escalation and communication as needed.
Maintains clear, ongoing communication with customers throughout the lifecycle of projects and support cases.
Develop training materials and documentation for customers and internal stakeholders.
Monitors and responds to incoming cases and emails in accordance with company standards.
Participates in ongoing training to enhance product knowledge and service capabilities.
Supports special projects as assigned.
May perform other job duties as assigned.