Description

　　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

　　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

　　About Us

　　First Horizon Corp. (NYSE: FHN), with $89.1 billion in assets as of December 31, 2021, 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.The Customer Solution representative will be the escalation point to solve complex problems that are reported by customers and regulatory agencies and to communicate the progress of the solution to the reporting employee, regulatory agencies, and/or affected customer.

　　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)