Fraud Support Call Center Representative (CCC)

Jack Henry & Associates is a technology solutions provider for community banks and credit unions, aiming to enhance user experiences in digital banking. The Fraud Support Call Center Representative will assist callers with fraud issues related to their debit, credit, and ATM cards, ensuring high-quality customer service in a fast-paced environment.

Responsibilities

• 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

Skills

• 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 20 Mbps download and 10 Mbps upload. If there is more than one person using the internet, the download speed should be 25 Mbps
• 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
• A data entry background
• The ability to work well as part of a team, receiving feedback from leaders to improve metrics

Company Overview