programmer analyst

senior software engineer

software engineer

implementation specialist

technical support representative

Jack Henry & Associates

As a TSR, a typical day at work involved taking calls from banks and businesses to assist them with the payment processing software and the associated check scanning devices. 

This in itself is not too complicated but there are a few key issues that can impede the ability to successfully help someone when they call, and the blame doesn't fall squarely on one entity:

1. Profitstars doesn't have a very large development group making the software, so updates tend to come along slowly, and when there are bugs (every single update they did had something that was broken), it would be quite some time until it was fixed. This could be very problematic if you found yourself in a situation where you really could not fix the caller's issue.

2. System requirements for the software are communicated, but before, and during a large portion of my time there, we were asked to be too lax about these things. This came full circle and created some real issues when Microsoft no longer supported Windows XP (which way too many customers of this company use), or when we were asked to no longer support customers using Windows virtually on their Macs as the software didn't work well with that, wasn't ever supported for it, but for a long time we had to at least assist for some reason. When it came time to enforce that we wouldn't work with XP, wouldn't assist with Parallels, etc, this obviously created a lot of problems for customers who were used to otherwise. In short, the enforcement of system requirements should have been strict from the start. 

3. Do to the sometimes wishy-washy nature of enforcing requirements, etc, this created a customer culture of expecting their problem to be solved, no matter the situation, down to outright lying (IE: "I have Windows 7/8" - when they were on XP, or a Mac) which would greatly confuse the troubleshooting process, lead to angry calls, and bad reviews against you. 

4. Far too often, suggestions from the support team would go unheeded by the company, many suggestions were very good as we were all working together to help streamline things to provide a better service to customers and a better environment for us to work in. Instead, we were often swamped with an overblown queue of calls, people angry about having to wait forever to talk to a rep, and problems we could not solve once we were talking to someone. 

5. When things get overloaded on account of the listed problems above, it's not uncommon for lunches to be cut in half or mandated to be taken at your desk, and breaks become no-existent...which is a shame because when it gets really rough like that, being able to step away for a breather is more helpful than some might realize. 


Aside from the above issues, the work environment is actually not bad when things are going smoothly, it's easy to get along with everyone you work with and when we weren't battered down with technical issues and flooded with calls, it was a fun atmosphere and I very much liked my co-workers. The stress of the problems however took it's toll on me, they became far too frequent when things just weren't working right and after putting a few years in, I had no choice but to step out, regrettably so because the good points were great and I do miss the people I worked with. The technical hurdles with assisting customers, however, just became too much to deal with day in and out and they continued to snowball. I hope things have improved for those who are still there.

Wow is all I can say! This company is a BIG mess. From management, down to their unethical rules, unrealistic targets and expectations, to the low pay and occurrences they give for things beyond your control. 

They expect you to be okay with the mental abuse from their card holders! This company has THE most disgusting set of human beings I have ever been involved with and I’ve been in customer service 15 years. I get abused daily and I tell my supervisor and NOTHING…ABSOLUTELY NOTHING IS DONE ABOUT IT! In fact, the first time I told my supervisor about being called a B- word he told me I had to grow thick skin with this job. WOW 
If you are a fraud prevention analyst you can forget about being treated with dignity and respect. They tell you in training how “GREAT” working for this company is but that is fabricated! Maybe it’s great if you’re not a low paid phone worker because they truly treat us like nothing! 

My morals, integrity and values will not allow me to work for such a horrible corporation and the minute I find a company that cares about me as a person and not look at me like a number expecting me to be a perfect robot then I am out the door quicker than I can say bye! 

They have a unbelievable attendance policy so don’t get sick working here. Even with a dr excuse you’ll get an occurrence. Internet goes out because of a thunder storm your supervisor will be asking are you able to go to your back up location?! If you can’t….occurrence. They expect you to drive out in bad weather conditions to get to a place where you can work (if you’re remote) which indicates they don’t care about your life or your safety just as long as you can take those abusive calls. 

This job has me dreading waking up to get on those phones. They expect so much but they do so little for us. This company gave us $10 for employee appreciation day to use in the Jack Henry store and we had to pocket the rest to make a purchase just another way to get us low paying working to further make the company more money. What was suppose to be appreciative about having to give money to a company to buy a cup or a t shirt with a company’s logo that doesn’t even care about us a person. 

The call center is as most people put it, just a job. You start off your day by getting on the calls and will on certain days be swamped by the amount of people you have to deal with. You then will have to roll the dice for each call... Will I get yelled at because you can't do A, B, or C? Will I get chewed out for existing and they claim that they're upset at the financial institution and not you (but they're clearly upset with you as well)? Will I get a person I can hardly understand and have to get an upset person because I asked them actually speak into the microphone? Will I get a pleasant person who actually respects me and actually is someone you want to continue being on the line with to just talk and have a break from the terror of people. Heads up, the latter doesn't happen often. You do this for hours on end, and keep rolling those dice to eventually get off whenever you're set to get off, and once you're off, you go to sleep and remember "Hey I gotta do it all over again tomorrow."

The people you work with though. I have the utmost respect for each of my coworkers, everybody does not try to harass anyone because we all get it each day from the people calling in.

The people who are in management. I honestly would like to stress I don't know what is done in management. I feel that they don't do anything from what I have seen. This does not mean that they're not nice people, they truly are. You just may imagine asking them "What is it that you do here?"

The benefits are amazing though, you get amazing insurance, you get incredible 401k benefits, retirement is awesome, and the days off you get... I was surprised at how many you get. Keep in mind though, it is extremely hard to take days off when you want to take them.

Is this a job that's bad though, it's a great starting point, but this job isn't for the faint of heart. A sweet old lady can turn into a thing of nightmares just by you saying one wrong thing.

What is the best part of working at the company?
Numerous people at the iPay (Etown/Louisville) division that have jumped ship to other divisions - and there are SEVERAL - will all tell you it's like working for a completely different company.  Kentucky IT management is entirely inept and clueless, and make the work experience dreadful.  They make it very clear that they don't care much about the people.  In fact, everything JHA stands for is almost completely lacking in IT in Kentucky.  It's worth getting a foot in the door, but do what many others have done, and transfer just as fast as you can.

What is the most stressful part about working at the company?
IT management will routinely discount your ideas, and the entire structure is extremely top heavy, with work directives going in one direction only.  Turnover is fairly high out of that particular department - specifically out of that particular management hierarchy.    Focus tends to be on what you're doing wrong, not what you're doing right.  Over a one year span I was given no fewer than three conflicting reasons why I wasn't eligible for promotion with no exploration or offer on what one might do to remedy any of it.

What is the work environment and culture like at the company?
Overall it's great. It really is an amazing company fully of caring people with lots of room for growth.  But in the dept I'm most familiar with, it's total opposite.  There's particular disdain from Louisville management vs Etown staff to be aware of in IT.

What is a typical day like for you at the company?
Engineering teams are scrum teams, so they have the typical workflows and ceremonies - daily standups, refinement, planning, retros, reviews...w two week sprints.  Product Owners tend to have their priorities handed to them - they generally have very little direct control over the prioritization of items.  That's a very top-down flow.

What is the best part of working at the company?
I'm coming up on four years now at JHA, and I've so far enjoyed my time. The benefits are very good, the company policies are generally great, and I haven't had any coworkers I had a problem with. There's also plenty of room for upward mobility; I have been promoted myself, and my manager has been encouraging at every step when I mention wanting to grow further.

That said, most of the upward mobility does, as one might expect, involve becoming a manager oneself. This doesn't particularly appeal to me, but it might appeal to you! The pay is pretty good -- not super amazing, nor super horrible -- and the benefits make up for any perceived lack. I would recommend JHA to most people.

What is the most stressful part about working at the company?
In my specific position, the most stressful part is when I have to interact directly with clients. I am generally not client-facing, but it does happen occasionally, and usually because something has gone wrong--which, I'm sure everyone can understand, is never particularly fun.

What is the work environment and culture like at the company?
It's a fairly relaxed environment in the positions I've held. As long as you do your work and do it on time, no one gets upset if, during a lull, you entertain yourself. In fact, my manager has encouraged it (to an understandable degree).

What is a typical day like for you at the company?
Clock in, check emails, sort through any current job requirements, take care of those. In between job requirements (mine arrive sporadically throughout the day), I have spots of free time. These are encouraged to be used to further one's education (the company has multiple methods of doing this) or otherwise help to maintain job-related items (such as documentation).

I hear that Jack Henry is a great company, however working at the call center you wouldn’t know it. The job itself is you getting yelled and cussed at daily. The worst part is that your untrained coworkers half of the time are the reason you are getting yelled at. Training is nonexistent. Communication is nonexistent. No one plans to stay at the call center, it is only seen as a stepping stone to get higher in the company so management spends no time on making it a better work environment. The only thing they focus on are stats (call length, how long you are on the phones, etc). There are technical problems every day that sometimes take over 24 hours to fix for no reason and the only ones who have to deal with the repercussions are the ones on the phones being yelled at. The call center breaks contracts with their banks/credit unions monthly, this is due to large queues which centers around taking on more financial institutions without hiring an equivalent number of employees. Knowing what I know, I will never bank at a bank that uses Jack Henry’s software or call center. When I first started it was not bad, in fact enjoyable. I would have given them 5 stars. Since then we have gotten completely new management and their complete disregard for employees is astounding. They are running the call center to the ground, there are too many unhappy employees and customers alike to count. I honestly have never seen worse management in my life, especially from what is supposed to be a billion dollar company. 

What is the best part of working at the company?
This company seems like a cult. They micromanage everything and watch you like a hawk. Everything you say is quoted word for word like a police report when they do a coaching. It’s not a “coaching “ but a write up so they can use it against you. You have to be so careful what you say. I worked in the fraud center and they made us mislead and deceive the cardholder who needed our help. 

What is the most stressful part about working at the company?
Their ridiculous and unethical attendance policy. Every absence is considered “unexcused” no matter what the reason. They are so short staffed that it was back to back calls with long hold times. 

What is the work environment and culture like at the company?
They seemed phony and insincere about how they’d help you succeed and be promoted. They run the company like a cult.once you leave the cult they send a mass email to every employee to announce that you are ostracized. The supervisors are touchy and even they are watched like a hawk. It’s absurd. I’ve never worked for a company that treated me like a 4 year old. 

What is a typical day like for you at the company?
Back to back calls. They expect you to only take a  25 second break in between calls and get right back to the next one.  Supervisors constantly hounding you about something. Too many Quality Improvement assessments that nitpicked everything you did and said. I couldn’t handle it anymore. Too many snitches too. I felt like I was being put under surveillance.

I've held 3 positions while at Jack Henry.  I will say this is nice place to start for anyone looking to get their foot in the door into the FinTech industry.  You'll have a chance to work with Banks and Credit Unions while installing or supporting their technological or application system needs.

Upper level management does the right things as far as sending messaging out that they care about employees however I find there is a disconnect when the rubber meets the road.  Recently I transferred from one department to the next.  The new role has a significant higher threshold of responsibility compared to that of my old role.  I was not eligible for a pay increase due to a rule established recently dictating employees making lateral transfers aren't eligible for pay increases.

 I've also encounter issues with payroll and issues with the internal helpdesk that show a disconnect with how internals are treated as compared to external client.  

There's been a shift in the mindset of Jack Henry as it has grown larger and if you're into the corporate game, then have it.  However as with anything corporate there is always some sort of mind game being played, which is unsettling.

Pay is a big factor of why I'm looking for other work.  For the role and responsibility this just doesn't cut it. 

In my job i worked from 8-5 m-f AND every 4th week you were required to be on call all evening and all night long, including your weekend.  You would typically get a couple of cases to work on that evening and a couple during the night (like 1 am the again 4 am).  Then supposed to work your normal shift the next day with little sleep.  After a couple of days without quality sleep or the proper amount of sleep, you would be so tired, exhausted, and unable to think straight.  This became worse when software updates were pushed to customer systems,  whether they were ready or not.  One release weekend i was up frantically taking and returning calls snd working to correct the issues for 37 hours straight!!  When i called back-up i was informed they are only there to assist with an issue i couldn't resolve on my own, nit to actually take and work on new cases..
Unbelievable right???
 If you were scheduled to be on-call over a company paid holiday for everyone else, you lost your holiday.  You would gave to work that day but not get a floater.

My experience with Jack Henry was great at first. I was getting praise for my accomplishments and feeling very energized by the work I was doing and the people I was working with. Then it all started to diminish when management was changed and no one knew how to do their jobs anymore. I was assigned to a special project where I was training my fellow peers and managers. I was grateful for this opportunity and after some time the job became too much without any compensation for the work I was doing and the training I was providing. I worked for over a year with many times, being told I would receive a pay increase and was never given one. Countless times I would receive personal phone calls of fellow coworkers crying their eyes out because of how much they were over worked or no help was provided to them and they just wanted to "Die". I told management that fellow employees were seriously upset and nothing was done about it. None of the management cares at the Jack Henry Call Center. The lack of responsible management is why you should not work in this department. I tried to make a difference, I tried to care for everyone and at the end of the day,I was depressed, sad, anxious, and angry. I felt empty.  

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