Fraud Support Call Center Representative (CCC)

General information

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JobID

17371

Position Level

Individual Contributor

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Workplace Type

Hybrid

Preferred Location

Allen, TX

Additional Locations

Allen, TX, Louisville, KY, Monett, MO, Springfield, MO

Description & Requirements

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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. We can't do it without you. Jack Henry’s Fraud Center is part of the Consolidated Contact Center, an inbound contact center that works 24/7/365. In this position, you will provide high-quality customer service in a fast-paced environment assisting callers with fraud issues on their debit, credit, and ATM cards. This can include lost or stolen cards, and cardholder assistance. The pay range for this position is $34,320-$37,500 per year. Shift differentials are offered for qualifying shifts. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in: Allen, TX; Louisville, KY; Springfield, MO; or Monett, MO. However, you will be required to be onsite for your first day of onboarding. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. What you'll be responsible for: Responding to incoming phone calls and gathering information regarding fraudulent or questionable debit, credit, or ATM activities. Assisting cardholders in accordance with standard operating procedures, and directing them to their respective financial institutions when appropriate. Actively participating in various group meetings including but not limited to team meetings, one-on-one discussions, and quality review sessions. May perform other duties as assigned. What you'll need to have: A minimum of 1 year of customer service experience, either customer-facing or phone/chat support. The ability to communicate clearly and effectively. The commitment to work an assigned schedule in a contact center that is open around the clock, seven days a week. This may entail working nights, weekends, and holidays. (Training occurs during the first five weeks, Monday and Friday. The training schedule likely will not be your assigned schedule.) Reliable, high-speed internet service that is at least 25 Mbps download and 10 Mbps upload. A quiet and confidential workspace. You will also need a comparable backup location if your primary site experiences a power outage or an internet failure. What would be nice for you to have: A data entry background. The ability to work well as part of a team, receiving feedback from leaders to improve metrics. 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 positing, 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 well-being 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