Location: On site at location listed in job posting.
Summary
The incumbent provides quality, accurate and timely customer service by answering incoming telephone calls, emails or secure messages for clients and associates as described in the duties and responsibilities herein.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer telephone calls from clients and associates regarding inquiries for online banking, deposit accounts and other banking services offered, and accurately and timely fulfill their requests.
- Research and resolve client questions/issues with a One Step Resolution or respond back to them in a timely manner to ensure client retention and satisfaction.
- Handle issues, provide appropriate solutions within reasonable timeframe.
- Stay abreast of new products and services as well as enhancements to existing services.
- Assist with system enhancement testing and troubleshooting.
- Process miscellaneous transactions including mailed in deposits, Online Banking reset, CD closures, beneficiaries add/remove/change, etc.
- Maintain and improve quality results by consistently adhering to standards and guidelines.
- Identify and log customer complaints according to procedure.
- Strong sense of attention to detail.
- Performs all other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- No supervisory responsibilities
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:
- High school diploma or GED and 2-5 years of experience or equivalent combination of education and experience.
- 2-5 years of experience or equivalent combination of education and experience.
- Proficient understanding of PC operating systems and a strong knowledge of major Web browsers.
- Excellent written, verbal, and telephone communication skills.
- Log issues received from customers via phone or email in trouble ticketing application.
- Take ownership of call from initial call to resolution and closure.
- Ability to work with internal partners, vendors and other associates.
COMPUTER AND OFFICE EQUIPMENT SKILLS
- Microsoft Office suite
CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc)
None required
About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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YouTubeEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)