Description

　　About Us

　　First Horizon Corp. (NYSE: FHN), with approximately $90 billion in assets, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, mortgage, and title insurance services. 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.

　　Position Overview:

　　The Process Analyst supports the Process Manager in partnering with business unit managers within Contact Center Banking to analyze, create and enhance processes to deliver a differentiated service experience to First Horizon clients. This includes identifying system requirements, designing business processes and drive the initiatives to implement and support.

　　Essential Duties and Responsibilities:

　　Analyze customer complaints and other identified internal opportunities to determine the underlying cause(s) that triggered the problem

　　Identify and provide support to implement process improvement strategies to improve the customer experience

　　Work closely with Subject Matter Experts and/or Line of Business Managers and other back office partners such as IT, Legal and Compliance to review current policies and procedures to make the appropriate process improvement recommendations

　　Provide support with scoping, tracking and validating recommended process improvements

　　Collaborate with Call Center Banking and Training for review and implementation of strategies, new policies and procedures and problem solving

　　Accountable for managing assigned tasks and providing requirements/updates regarding project completion, scope completion and achieving expected project results

　　Provide analytical and strategic support with process and/or system enhancements

　　Provide support to drive solutions that meet business intent

　　Utilize business analysis, process methodology and best practices as primary drivers for solution design

　　Partner with other lines of business to identify areas of opportunity for improvement and process gaps, and implement improvements to increase banker efficiency

　　Requirements Job Qualification / Requirements:

　　Excellent verbal and writing skills with emphasis on proper grammar and ability to concisely summarize facts and actions / communicating ideas, concepts and positions to internal business partners, vendor partners and external customers

　　Strong cognitive skills in order to identify problems and recognize solutions with the ability to evaluate and weigh financial risk to the Bank

　　Ability to synthesize data

　　In-depth knowledge of retail banking processes and functions

　　Understanding of regulatory environment and implications

　　Passion for customer experience and providing great service

　　Ability to juggle multiple priorities and multi-task in a fast paced environment

　　Exceptional interpersonal skills with demonstrated ability to interact with diverse internal customers and work collaboratively in a team environment

　　Close attention to detail, demonstrated positive attitude and professional demeanor

　　Demonstrated ability to present information in a compelling manner that reflects positively on the company

　　Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

　　Bachelor’s Degree or related experience

　　Proficient in Microsoft Office Programs - Excel and PowerPoint

　　5 or more years banking experience

　　Business Process Management Certification preferred

　　Experience in handling Regulatory Complaints

　　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

　　Follow Us

　　Facebook -- facebook.com/FirstHorizonBank

　　Twitter -- twitter.com/FirstHorizonBnk

　　LinkedIn -- linkedin.com/company/first-horizon-bank

　　Instagram -- instagram.com/first_horizon

　　YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q

　　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.

　　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)