Experienced Customer Service Professionals Wanted: iPay Call Center Representatives for Remote Work Opportunities in the United States

Introduction to Jack Henry and Our Mission

At Jack Henry, we are at the forefront of 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're a company that values innovation, customer satisfaction, and the well-being of our associates. If you're passionate about delivering exceptional customer service and contributing to the growth of a dynamic company, we invite you to join our team as an iPay Call Center Representative.

Role Overview

As an iPay Call Center Representative, you will be responsible for providing unparalleled customer service to bill pay website and mobile application subscribers for our financial institutions. This is a full remote job opportunity available to candidates based in the United States. You will support customer education, site navigation, problem resolution, basic technical support, and ticketing requests, ensuring a positive experience for every customer interaction. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide timely product support by assessing, researching, and resolving customer issues in a single resolution, ensuring a high level of customer satisfaction.
• Maintain a strong level of professionalism, establishing a positive rapport with every customer via call, chat, or case, and using required security protocols to verify customer information.
• Document product issues and enhancements, escalating information to leadership and complex customer inquiries or system issues to the appropriate recipient.
• Assist customers with new account setup and perform maintenance for existing accounts, ensuring seamless customer experiences.
• Maintain expected call center metrics, adhering to performance standards and contributing to the team's overall success.
• May perform other job duties as assigned, demonstrating flexibility and a willingness to support the team.

Essential Qualifications

• Minimum 1 year of customer service experience, either customer-facing or in phone customer support, with a proven track record of delivering exceptional customer experiences.
• Ability to communicate clearly and understandably, both verbally and in writing, with strong active listening skills.
• Must be able to work an assigned shift, with no flexibility or changes to this shift after it is accepted, between the hours of 9am-10pm ET, Monday – Friday.
• Must be able to work a training schedule for the first 7 weeks from 8:00am – 5:00pm ET, Monday - Friday, demonstrating a commitment to learning and development.
• Candidates will need to acquire, at their own cost, the following internet speeds to maintain a work-from-home status: 20 mbps download speed and 5 mbps upload speed.

Preferred Qualifications

• Call Center experience, with a strong understanding of call center metrics and performance standards.
• Ability to remain calm, courteous, and communicate clearly when assisting customers, even in challenging situations.

Skills and Competencies

To succeed in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work in a team environment. You should be highly organized, with strong problem-solving skills and the ability to adapt to changing situations. A strong customer focus, with a commitment to delivering exceptional customer experiences, is essential. Proficiency in basic computer applications, including Microsoft Office, and the ability to learn new systems and technologies quickly, will also be necessary.

Career Growth Opportunities and Learning Benefits

At Jack Henry, we are committed to the growth and development of our associates. As an iPay Call Center Representative, you will have access to comprehensive training programs, designed to enhance your skills and knowledge. You will also have opportunities to advance within the company, taking on new challenges and responsibilities as you grow in your career. Our culture of commitment and dedication to our associates' well-being means that you will be supported every step of the way, with a focus on your physical, mental, and financial well-being.

Work Environment and Company Culture

Our company culture is built on the principles of doing the right thing, doing whatever it takes, and having fun. We recognize the value of our associates and believe that their well-being is essential to our success. We demonstrate our commitment through outstanding benefit programs, designed to ensure the physical, mental, and financial well-being of our people. Our culture is exceptional, with a strong sense of teamwork and camaraderie. We rise to meet challenges and seek opportunities, always striving to be better and to make a positive impact on our customers, community, and society.

Compensation, Perks, and Benefits

We offer a competitive salary range of $34,320-$37,500 per year, with a comprehensive benefits package designed to support your well-being. Our benefits include outstanding health insurance, retirement savings plans, and paid time off, among others. We also offer a range of perks, including opportunities for professional development and growth, a dynamic and supportive work environment, and a culture that values and recognizes your contributions.

Conclusion

If you're a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an iPay Call Center Representative, you will be part of a dynamic team, dedicated to providing unparalleled customer service and support. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding and challenging career with Jack Henry.

Don't Hesitate, Apply!

Join our team and become part of a company that is shaping the future of digital banking and payments. We look forward to receiving your application and exploring how you can contribute to our mission. Apply now and start your journey with Jack Henry!