Jack Henry and Associates Credit/Debit Card Support Representative (Awards Program) in Seattle, Washington

Job Description

The Awards Program Technical Support Representative will provide high level professional call center support to financial institution customers and their account holders via the telephone, email and/or internet regarding awards program points.


  • 1 year of customer service experience


  • Associates or Bachelor’s degree.

  • Two years’ financial institution experience

  • Bookkeeping knowledge

  • Ability to use a Multi-line phone with call center queue

  • Excellent customer service skills

  • Excellent grammar and writing skills

  • Computer Skills

  • Familiarity with multiple browsers, multiple tabs and window navigation and instant messenger tools

  • Previous Excel experience


  • Research customer problems/issues

  • Increase personal knowledge and familiarity with the supported product.

  • Keep current on changes and/or upgrades.

  • Provide support for the business and account holder applications using multiple internet browsers, with knowledge in how the applications can differ depending on the device and operating system being supported.

  • Prepare correspondence, respond to inquiries and fulfill account holder and Financial Institution needs to ensure customer satisfaction.

  • Identify and resolve application and service issues and any other questions that may arise.Answer general application questions.

  • Provide appropriate personnel a precise understanding of user's issues when a problem needs to be escalated to a higher level.

  • Monitor incoming cases and emails and resolve in accordance with Service Level Standards (SLS). Use available support tools to assist the customer and/or recreate the issue.

  • Participate in training programs to continuously improve product knowledge and service skills.

  • Order and maintain Financial Institution brochure stock.

  • Ability to work alone or on a team.

  • Work with implementation team, technical support and Web developers and other support teams

  • May be required to set up new or make modifications to financial institution programs.

  • Assist others with tasks and projects.

  • Document processes and write procedures.

  • QA Testing

  • Monitor weekly and monthly reports and invoices for accuracy and resolve any exceptions.

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.