Client Support - Online Banking


Location: Lenexa, KS, KS, 66214-1603
Employee Type: full time
Experience: 2 - 5 years
Education: Highschool GED
Travel Required: none


Under moderate supervision, provides product support to Financial Institutions utilizing the NetTeller Online Banking suite of products via the telephone and/or internet.  Using customer support skills, product knowledge and troubleshooting skills - provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.


  • Provides first tier support and troubleshooting for Internet and mobile banking product to financial institutions.
  • Working from assigned customer cases - accurately assesses the customer's issue or problem.  Using targeted and detailed questions fully comprehends the need, issue, and resolution.  
  • Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication.
  • Using time management and organizational skills, manages case backlog to ensure that customer communication is timely.
  • Identifies and resolves other questions that may arise.  Answers general level questions related to product(s) or service(s). 
  • If unable to resolve an issue, provides accurate and complete assessment of issue via case notes to ensure efficient hand off to the appropriate team.   
  • Participates in training programs to continuously improve product knowledge and service skills. 


  • High school diploma or equivalent required.  Associate’s or Bachelor’s degree preferred.
  • Minimum of eighteen months to three years of operations experience working for a financial institution with a Support or Banking Operations background.  
  • Experience working with Jack Henry SilverLake or CIF 20/20 environments preferred.
  • Experience supporting online banking and/or mobile products preferred.
  • Browser / Internet level troubleshooting experience preferred.
  • Hours 9:30am to 6:30pm Monday – Friday  


  • Exercises judgment within defined procedures and practices.
  • General knowledge of the financial industry, as it relates to banking. 
  • Knowledge of Internet and Mobile banking products and ability to troubleshoot device and/or browser level issues.
  • Use of support testing environments to identify or recreate customer issues.
  • Ability to identify and resolve application and service issues.
  • Ability to provide outstanding customer service, as it relates to corporate policies and standards.
  • Demonstrates strong communication and customer interaction skills in accordance with service policies and guidelines.


Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.




Jack Henry and Associates
663 W. Hwy 60

Monett, MO 65708-8215