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Customer Experience Coordinator

2 months ago

Knoxville, United States First Horizon Bank Full time

Location: On site in Knoxville, TN and Winston-Salem, NC

Position Overview:

Are you searching for that new opportunity in your career with the end in mind? Do you envision future goals and want a job opportunity where you could be recognized for future possibilities in leadership? The practice of an opportunity in leadership involves engaging, developing, and motivating our talent to achieve collective goals.

First Horizon’s Client Services team is committed to the noble purpose of delivering a personalized, consistent client experience, delivered by empowered virtual bankers who live the corporate promise to exceed clients’ expectations by understanding their individual and or unique financial needs.

Customer Experience Coordinator is responsible for overseeing the customer journey from beginning to end – brand ambassadors. They understand what it takes to create successful relationships with clients/business partners and know how to effectively communicate with diverse cultures.

Customer Experience Coordinator will support both direct client interactions and act as a subject matter expert for team support based on a pre-set schedule to provide the best customer support needs for their clients/business partners in the fastest time possible.

Essential Duties and Responsibilities:
Customer Experience Coordinator provides support for a superior experience to our clients. This role works both individually and in a team environment to ensure clients’ banking needs are recognized and efficiently met. Every client interaction is considered an opportunity to deepen the bank/client relationships while delivering on First
Horizon’s brand promise of Understanding in Action:

·Lead by example and influence, modeling the belief that in order to succeed in this role, the team needs to be successful as well – be fully committed to “owning the moment” with each and every client interaction.
·Assists clients with questions and provides answers, referrals and solutions while delivering an exceptional level of service.
·Support FHCS virtual bankers, as a subject matter expert.
·Follows up on escalated Client issues to ensure they are resolved, and client contact has been completed.
·Maintains open communication with internal and external business partners.
·Adhering to established policies and procedures within the department.
·Meeting and/or exceeding established team goals for quality and productivity.
·Demonstrates a strong sense of ownership, commitment along with fostering a positive environment.
·Escalates recurring issues as appropriate.
·Provides team oversight and support as scheduled/directed by CCB Leadership/WFM.

Overall core competencies include: 

· Passion for client experience and for assisting internal/external clients
· Subject matter expertise in products, services, and procedures
· Ability to Listen (to clients/business partners)
· Flexible Adaptability
· Growth Mindset (staying up to date)
· Excellent de-escalation skills with focus on client retention
· Strong time management and organizational skills
· Makes decisions that are consistent with policies, procedures and rules
· Builds relationships with people across a variety of functions within the organization
· Maintains positive relationships even under difficult circumstances
· Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation
· Must be passionate about contributing to an organization focused on continuously improving client experiences
· Problem solving ability, and client advocacy and/or voice of the client strategy experience
· Strong computer skills and the ability to utilize multiple computer applications simultaneously
· Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information
· High school diploma or equivalent
· 2+ year of client service experience


Preferred Qualifications:

· Associate or Bachelor degree
· Contact Center experience
· General banking industry business knowledge
· Bilingual in English and Spanish – ability to read write and speak both languages without limitation or assistance


Physical Requirements:

· Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards
· Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
· Must be able to talk, listen and speak clearly on telephone

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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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The 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)