Application Support Analyst II; Loans

Overview

At Jack Henry, we’re a force for good in financial services, redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, we’d love to meet you.

Jack Henry is seeking a customer-focused, solution-driven analyst to join our team of Application Support Analysts. This team provides white-glove service to our Symitar Credit Union Solutions clients. We are looking for someone who brings a commitment to excellence, a strong customer-centric mindset, and a self-motivated approach to their work.

In this fast-paced environment, you will deliver high-quality software support by analyzing client issues, identifying root causes, and guiding customers toward effective resolutions. You will provide support by answering questions about product functionality, features, and best practices, while maintaining clear and consistent communication throughout each case. As a primary client-facing contact, you will manage incoming cases, address issues promptly, and ensure each customer receives exceptional support.

This role blends your technical expertise, procedural understanding, and financial institution experience to support our credit union partners—helping strengthen the relationship between Jack Henry, the credit union, and ultimately its members.

This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX;
Lenexa, KS;
Springfield, MO; or Monett, MO.

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.).

The salary range for this position is $48,350- $72,450 and will be determined based on location and experience level.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

• Analyzes the customer’s existing products/processes and consults with customer to map existing system to the JHA product.
• Oversees system set-up for customer (i.e., parameter set-up, creates job files for processing, etc). Ensures related business processes will run on software.
• Provides software support/guidance by answering questions on function, features and usage of software products.
• Communicates the customer’s needs/expectations with programmers, other team members, and team leader.
• Maintains effective communication with customer throughout entire project/case.
• Identifies/maintains customer issues and ensures proper resolution. Maintains customer issue list by application and ensures all are forwarded to the appropriate personnel for resolution.
• Prepares training materials and documentation for customers and internal users.
• Primary client facing contact that will coordinate resources from other teams to resolve client issues
• Accurately assesses the customer  product issue or problem by verifying, investigating, pinpointing, and defining all of the aspects that need consideration.
• Provides appropriate personnel a precise understanding, written and/or verbal, of user  issues when the problem needs to be escalated to a higher level.
• Monitors incoming cases and emails and resolves in accordance within company guidelines
• Participates in training programs to continuously improve product knowledge and service skills.
• Works on special projects or research, as needed.
• May perform other job duties as assigned.

• A minimum of two years of experience working in a financial institution (bank or credit union).
• Experience in consumer lending, commercial lending, or real estate lending is highly desired.
• Strong troubleshooting skills with the ability to deliver exceptional customer service in a fast-paced environment.
• Ability to work holidays, weekends, and extended hours as business needs require.
• Willingness to participate in an…