ATM/General Ledger Balancing Representative

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 because we can't do it without you.

Jack Henry is seeking to hire an ATM/General Ledger Balancing Representative (Technical Support Representative II) to join their growing team! In this role, candidates will be responsible for providing support and assistance to Jack Henry's clients and will work to resolve cases received within the Customer Relationship Management (CRM) system while validating caller authentication. This role resides within the first tier of JHA Card Processing Solutions (CPS) Customer Support, which is a high-volume support area for financial institution customers of CPS Debit/In-House Credit Processing platforms. This role will work directly with financial institution employees. The desired candidate will assist financial institutions with researching/reviewing reports for ATM outages, examining general ledger accounts to balance various settlements, working through general ledger interfaces to resolve balancing issues/outages, assist with daily reconciliation of various CPS accounts, and place stop payments on card transactions. The desired candidate must have a strong knowledge of financial institution processes, attention to detail, and deliver excellent customer service.

The CPS Customer Support tier one team is a remote-first team, and this position may be worked remotely throughout the United States or at any Jack Henry office location.

The minimum hourly compensation for this position is $18.14 per hour with a maximum hourly compensation up to $26.01 per hour, which is adjusted based on geographic location.

What you'll be responsible for:

• Provides troubleshooting in a high case volume support area. 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.
• Basic accounting support for debit/credit card customers as well as general ledger interface movement and balancing.
• Research and resolve 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 issues, reconcilement issues and any other questions that may arise. Answers general application and/or questions, places stop payments for recurring debit card transactions and resolves out of balance situations for ATM Terminals and general ledger accounts.
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Monitors incoming cases within the customer relationship management (CRM) system and emails to resolve in accordance with corporate service level standards (SLS). Uses available support tools to assist the client and resolve 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 perform other job duties as assigned.

What you'll need to have:

• Minimum of 18 months of experience in accounting/general ledger reconciliation with experience working for a financial institution or financial technology (Fintech) company preferred.
• Advanced knowledge of Microsoft Excel.
• The anticipated hours for this position are 8:00am to 5:00pm CT Monday through Friday. The applicant must also remain available to work during the hours of 7:00 am to 7:00 pm CT Monday through Friday.
• This position may require working holidays, weekends, or extended hours as business needs dictate.

What would be nice for you to have:

• Prior experience using Fiserv Enterprise Security System (ESS) View Settlement application and/or experience using Jack Henry Core Systems (SilverLake System, CIF 20/20, Symitar, or Core Director).
• Prior experience with debit and/or credit card settlement balancing.
• A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Exercises good judgment in selecting methods and techniques for obtaining solutions.
• Strong knowledge of the financial industry as it relates to banks and credit unions.
• Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as subject matter expert (SME) on product functionality.
• Able to use support tools to identify, recreate and resolve client issues while providing outstanding customer service as set forth by corporate policies and standards.
• Able to identify and resolve application and service issues.
• Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.