Software Support Representative; ACH and Wires

Position: Software Support Representative (ACH and Wires)
At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're 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. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you.

Are you experienced in the back-office operations of banking, with a strong understanding of ACH and wire processing? Join our Silver Lake ACH/Wire Processing team as a Software Support Specialist and put your expertise to work in a client-facing support role.

In this position, you'll serve as a frontline resource for financial institutions, providing software support for our Silver Lake ACH and wire processing platform. Working within an outbound support center environment, you'll manage and resolve client cases through a case management system, delivering high-quality support both over the phone and electronically.

Leveraging your hands-on experience with ACH and wire operations, you'll troubleshoot processing issues, guide clients through system functionality, and ensure timely resolution of critical payment-related inquiries. This is an excellent opportunity to transition your back-office knowledge into a dynamic role where you directly impact client success and operational efficiency.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX;
Birmingham, AL;
Cedar Falls, IA;
Charlotte, NC;
Lenexa, KS;
Louisville, KY;
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.).

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:

* Providing level one troubleshooting for JHA Silverlake ACH and wire processing. Accurately assess the customer issue by asking well thought out questions, and carefully listening to the issue, and completely documenting information into the case management system. Monitoring the incoming cases and responding and resolving within standard Service Level Standards.

* Researching financial institution issues with the software and identifying and resolving the application and service issues.

* Answering any questions regarding the general application.

* Escalating issues as needed to a higher level.

* May perform other job duties as assigned.

What you'll need to have:

* A minimum of 5 years of experience in a financial institution (bank or credit union), with a strong background in back-office operations and hands-on exposure to ACH and wire processing.

* At least 1 year of experience in a professional or corporate customer service environment, with a focus on delivering high-quality client support.

* Strong communication skills, with the ability to clearly articulate technical or support-related issues while maintaining a professional, customer-first approach.

* Proven problem-solving abilities, including analyzing complex issues, identifying root causes, and implementing effective solutions-often in time-sensitive situations.

* Ability to thrive in a fast-paced environment, effectively managing multiple priorities while maintaining a high level of accuracy and attention to detail.

* Self-motivated and dependable, with the ability to work both independently and collaboratively within a team-oriented environment.

* Flexibility to support business needs, including working evenings, weekends, and participating in an on-call rotation.

* Willingness to take part in a rotating on-call schedule (approximately one week every 2-3 months) to ensure continuous client support and service availability.

What would be nice for you to have:

* Experience with Jack Henry Silverlake Software.

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 posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

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