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Jack Henry & Associates Product Support Supervisor (jhaCall Center) in Springfield, Missouri

Product Support Supervisor (jhaCall Center)

General information

JobID: 8749

Position Level: Supervisor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Springfield, Missouri, Springfield, Missouri

Description & Requirements

Jack Henry & Associates has an excellent leadership opportunity as a Product Support Supervisor at our Springfield – Primrose office!

This role is responsible for supervising a team of call center agents that assist customers with a wide range of banking needs, on behalf of our financial institution clients. This supervisor is responsible for managing team metrics, providing regular coaching and feedback, and assisting with escalated customer service and technical issues. The supervisor is expected to maintain open, effective communication with the management team and agents to promptly resolve issues and promote professional development. Supervisors may be expected to provide primary phone support to assist with inbound call volume and serve as a point of contact for client banks.

  • We are hiring for two supervisors, with the following shift availability:

  • 1 opening for Monday – Friday 8am – 5pm (occasional flexibility to stay after 5pm may be required for this position)

  • 1 opening for Monday – Friday 1pm – 10pm

MINIMUM QUALIFICATIONS

  • 6 years of customer service experience, or

  • 3 years of customer service experience and 18 months of experience working in the jha Call Center.

  • Previous leadership experience.

PREFERRED QUALIFICATIONS

  • Banking or call center experience.

  • jha Call Center experience.

ESSENTIAL FUNCTIONS

  • Ensures and provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems.

  • Assesses and ensures the nature of product and service issues is resolved, including basic and complex support problems. Questions and issues will vary depending on the product supported.

  • Assists and may oversee new account set up and performs maintenance for existing accounts. Assists customers in validating accuracy of account data.

  • Assures system security by verifying customer information prior to performing password resets, according to the company’s standard security requirements.

  • Maintains the log of product issues for product improvement, and escalates issues as needed.

  • Follows escalation procedures to ensure complex support issues are resolved.

  • Communicates the customer’s needs/expectations to the appropriate personnel.

  • Focuses on the new hire program for the call center involved heavily with onboarding, training and agent’s first few months in their role.

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.

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