Jack Henry and Associates iPay Payment Support Representative in Elizabethtown, Kentucky

Job Description

The Payment Support Representative will research and resolve issues related to payment processing, payment returns, adjustments and customer inquiries.


  • Minimum of 2 years experience in customer service.


  • Applies acquired job skills and company policies and procedures to complete assigned tasks. Works on generally routine assignments, occasionally deviating from defined procedures.

  • Excellent communication, both verbal and written, and customer relation skills in accordance with SLS policies and guidelines.

  • Good knowledge of company products and services.

  • Excellent 10-key skills.

  • Ability to type accurately and efficiently at a speed of at least 40 WPM. Proficient data entry skills.

  • Ability to work with little or no instruction on routine work.

  • Familiarity with receivables processing.

  • Ability to multi-task.

  • Proficient in Microsoft Office Suite to include: Outlook, Excel, and Word.


  • Process payments according to department guidelines – may include, but not limited to return payments, entering payment details for outstanding invoices and processing adjustment data. May also separate, tally, and reconcile payment information received from lockbox provider.

  • Works with financial institutions, merchants and customers to ensure payment issues are resolved and funds are correctly applied.

  • Researches customer problems/issues to increase personal knowledge and basic familiarity with the supported product and provides the highest caliber of support possible.

  • Receives internal calls and answers questions for internal customers.

  • Answers incoming calls and/or emails from customers according to department guidelines.

  • Thoroughly documents issues and resolutions, per department standards. May forward product issues to development.

  • Assures system security by verifying customer information prior to performing any modifications according to the company’s standard security requirements.

  • Communicates the customer’s needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved.

  • May mail change of remittance letters, statements, and reminders.

  • May assist with phone verifications whenever necessary

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.