Customer Solutions Agent Sr.

First Horizon Bank · Knoxville

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Location: On site at location listed in job posting.

JOB SUMMARY

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.

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.  
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. 


Job Duties and Responsibilities

COMMUNICATION:

• 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 inquires 
• Communicates recurring issues as appropriate

ISSUE MANAGEMENT:

• 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
   

ADDITIONAL RESPONSIBILITIES AND PROCESS IMPROVEMENT:

• Identify opportunities and provide feedback relating to continuous company/ department improvement
• Works effectively as a team member
• Demonstrates Firstpower in attitude and relationships

Job Requirements (Knowledge, Skills, and Abilities)

• 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
   

Job Qualifications

• Two to three years experience in bank product service/operations.
• BA, BS degree or equivalent in experience
• Experience with banking products and systems
• Two years experience written and verbal direct customer communications 
   

DISCLAIMER
All the above duties and responsibilities are essential job functions subject to reasonable accommodation.  All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently.  Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

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