Fraud Product Support Supervisor

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

The Fraud Product Support Supervisor is responsible for organizing and directing the daily activities of Product Support Representatives. They will build, manage, and coach teams of Reps to ensure that they are meeting quality standards outlined in client contracts and coaching to contact center performance metrics, monitoring performance, and analyzing reports to ensure efficiency and effectiveness.

Training and shift hours will be confirmed with the hiring manager at the offer stage but would likely be worked mid-day to late evening and would include at least 1 weekend day.

This is a remote role that must be located in any of the following metro areas: Springfield, MO; Monett, MO; or Louisville, KY.

What you'll be responsible for:

• Provide professional development and performance management to Product Support Representatives to improve efficiency and results.
• Completes regular check-ins, mid-year check-ins, and annual performance assessment.
• Holds regular interviews and provides feedback and recommendations on the hiring decision.
• Provides support on escalated calls that cannot be resolved through the traditional escalation queue.
• Effectively creates, interprets, and leverages data to develop action plans on team key performance indicators, attendance, and attrition goals.
• Maintains working knowledge of multiple platforms (Genesys, FDWC, Microsoft suite, Quick Assist and HCM, etc.) to provide maximum support to the Product Support Representatives.

What you'll need to have:

• 6 years of customer service experience.
• Strong written and verbal communication skills.
• Ability to adapt leadership to different personality styles.
• Must be able to work evenings, weekends, and rotating holidays.

What would be nice for you to have:

• Associate or bachelor's degree.
• 2 years of experience working in a high-volume call center.

• Solid knowledge of the financial industry, as it relates to banks and credit unions.
• Must have a good understanding Call Center key metrics and standard operating procedures.
• Strong knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.

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 eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business-and our society-stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.