Senior Customer Solutions Agent

4 weeks ago

Knoxville, Tennessee, United States First Horizon Bank Full time
About the Role

We are seeking a highly skilled Senior Customer Solutions Agent to join our team at First Horizon Bank. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving complex issues, and ensuring that our customers receive the highest level of service quality.

Key Responsibilities
  • Provide timely and efficient resolution to escalated customer and regulatory inquiries
  • Track solutions and related communication activities, and retain critical information concerning customer inquiries
  • Foresee, project, and recommend solutions to potential problems, and identify broad impact issues within the company
  • Effectively communicate with internal workgroups to resolve problems within established service levels
  • Regularly communicate with customers to obtain required information, set expectations for next contact, and continue follow-up until final resolution is determined
  • Update submitters and regulatory agencies on progress towards and completion of customer inquiries
  • Communicate recurring issues as appropriate
  • Solve escalated customer problems and select appropriate solution paths based on issue information
  • Obtain additional information if required to define issue
  • Document all activities and communications in the issue management system
  • Identify root-cause of customer issue and recommend appropriate solution
  • Manage multiple issues and ensure resolutions are resolved within service levels
  • Identify opportunities and provide feedback relating to continuous company/department improvement
  • Work 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 of experience in bank product service/operations/systems
  • BA or BS degree or equivalent in experience
  • Two years of experience in written and verbal direct customer communications
Work Hours

Weekly Scheduled Hours: Monday - Friday 8:00AM – 6:00PM and Saturday 8:00AM – 4:30PM (EST). Shift will either be 8:00AM – 4:30PM or 9:30AM – 6:00PM. Will work regular rotation on Saturdays as needed.

Average 40 hours per week.

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

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 c)

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