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    Senior Customer Solutions Agent - Knoxville, United States - First Horizon Bank

    First Horizon Bank
    First Horizon Bank Knoxville, United States

    3 days ago

    First Horizon Bank background
    Description

    Location:
    On site at location listed in job posting.

    Essential Duties and Responsibilities:


    The representative is responsible for ensuring all escalated customers and regulatory inquiries are resolved timely and efficiently to meet the highest service quality standards.

    The representative will fully track solutions and related communication activities and retain critical information concerning customer inquiries.

    The representative should be able to foresee, project, and recommend solutions to potential problems as well as identify broad impact issues within the company and work with all departmental management to prevent situations which cause negative customer relations.

    Effectively communicates (written and verbal) with internal workgroups to resolve problems within established service levels
    Regularly communicates (written and verbal) with customers to obtain required information, set expectation for next contact and continues follow up with the customer until final resolution is determined
    Raises awareness of customer issues that may exceed service level
    Update submitters / regulators agencies of progress towards and completion of customers inquiresCommunicates recurring issues as appropriate
    Self-directed to solve escalated customer problems and selects appropriate solution path based on issue information
    Obtains additional information if required to define issue
    Document all activities and communications in issue management system
    Identifies root-cause of customer issue and recommends appropriate solution
    Able to manage multiple issues and ensure resolutions are resolved within service levels
    Identify opportunities and provide feedback relating to continuous company/ department improvement
    Works effectively as a team member
    Excellent written and verbal skills
    Ability to manage multiple problems effectively
    Knowledge of bank products and systems
    Ability to analyze problems, identify trends and recommend solutions
    Interpersonal skills to work with various levels of management and difficult customers


    Preferred Qualifications:
    2+ years experience in bank product service/operations / systems
    BA or BS degree or equivalent in experience
    Two years experience written and verbal direct customer communications


    Work Hours:

    Weekly Scheduled Hours:
    M-F 8:00 – 6:00 and Saturday 8:00 – 4:30 (EST). Shift will either be 8:00 – 4:30 or 9:30 – 6:00. Will work regular rotation on Saturdays
    Average 40 hours per week


    About UsFirst 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 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.

    Follow UsFacebookX formerly TwitterLinkedIn Instagram YouTube Equal 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 c)
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