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Senior Client Advocate
2 months ago
We are seeking a highly skilled and experienced Customer Solutions Expert to join our team at First Horizon Bank. As a Senior Client Advocate, you will play a critical role in ensuring that our customers receive exceptional service and support.
Key Responsibilities- Resolve Customer Issues: Effectively communicate with internal teams to resolve problems within established service levels.
- Communicate with Customers: Regularly communicate with customers to obtain required information, set expectations for next contact, and continue follow-up until final resolution is determined.
- Raise Awareness of Customer Issues: Identify and escalate customer issues that may exceed service levels.
- Update Progress: Communicate progress towards and completion of customer inquiries to submitters and regulatory agencies.
- Solve Escalated Customer Problems: Self-directed to solve escalated customer problems and select appropriate solution paths based on issue information.
- Document Activities: Document all activities and communications in the issue management system.
- Identify Root Cause: Identify the root cause of customer issues and recommend appropriate solutions.
- Manage Multiple Issues: Manage multiple issues and ensure resolutions are completed within service levels.
- Provide Feedback: Identify opportunities for continuous company and department improvement and provide feedback.
- Work Effectively as a Team Member: Work effectively as a team member to achieve common goals.
- Experience: 2+ years of experience in bank product service/operations/systems.
- Education: BA or BS degree or equivalent in experience.
- Customer Communication Skills: 2 years of experience in written and verbal direct customer communications.
First Horizon Bank is a leading regional financial services company dedicated to helping our clients, communities, and associates unlock their full potential with capital and counsel. We serve clients through a team of approximately 7,300 associates and 418 banking centers throughout the southeastern United States.
Benefits- Medical and Wellness Incentives: Medical, dental, and vision benefits with wellness incentives.
- HSA with Company Match: Health Savings Account with company match.
- Maternity and Parental Leave: Maternity and parental leave benefits.
- Tuition Reimbursement: Tuition reimbursement program.
- Mentor Program: Mentor program for professional development.
- 401(k) with 6% Match: 401(k) plan with 6% company match.
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.
