Consumer Credit Servicing Specialist

First Horizon Bank · Knoxville

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LOCATION: Onsite as listed in the job posting.

HOURS

Monday - Friday: 9:30am - 6:00pm 
Saturday: 10:00am - 2:00pm (rotating shift)

SUMMARY

At First Horizon Bank Operations, we are committed to delivering a seamless client experience. We are passionate about doing things right—and doing the right things. Collaboration is at the heart of our work, both within our team and with our internal partners. We strive to delight our clients by creating an environment where all ideas are valued and every team member can operate at their best. We serve with humility and an unwavering dedication to being the best at what we do, one opportunity at a time.

Are you a professional, detail-oriented individual with a passion for client service and problem-solving? Do you thrive in a dynamic team environment and enjoy helping clients achieve their financial goals? If so, you may be a perfect fit for our Consumer Credit Servicing team!

The Consumer Credit Servicing Specialist is responsible for providing superior service to our consumer credit and private clients. Ideal candidates will have excellent communication skills, the ability to actively listen and understand client needs, and a friendly, solutions-focused approach that builds lasting connections and supports the company’s relationship-building goals. This role works in partnership with the department’s sales team to generate referrals and support new account openings.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Builds connections with First Horizon clients by phone and email to provide excellent customer service when responding to consumer credit inquiries related to the status of accounts, payments, pay-off quotes and other concerns or questions; emphasis on one touch resolution.
• Communicate directly with clients for consumer credit related requests, resolving and expediting inquiries, discrepancies, and special requests.
• Deliver holistic, consultative, solutions-based approach to our private client customers; collaborating with relationship bankers as needed to deliver a seamless experience.  
• Timely follow up with new and existing clients to ensure needs were adequately addressed.
• Collaborates with leadership and team members to assist clients accurately and efficiently.
• Conduct needs-based conversations and make referrals to bank partners to generate new business and deepen existing client relationships.
• Participate in client/prospect calling activities during special campaigns.
• Assist management with “On the Job Training” of new employees.
• Build and cultivate cross-LOB relationships with key stakeholders across the organization, acting as an ambassador for the Direct Sales Team and Contact Center Banking Delivery Channel.
• Identify and spur implementation of initiatives and operational process changes promoting a culture of evolution.  
• Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards.
• All other job-related duties as assigned. 

SUPERVISORY RESPONSIBILITIES
None

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below represent the education and experience required:

• High school diploma or general education degree (GED) required.
• PREFERRED Four-year college degree in business, marketing, or a related field.
• PREFERRED Bilingual (Spanish).
• 1–2 years of experience in consumer credit and/or consumer servicing.
  Excellent client service skills.
• Outstanding communication skills via telephone, email, and chat.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong knowledge of consumer credit and deposit products.

COMPUTER AND OFFICE EQUIPMENT SKILLS

• Proficient in Microsoft Office Suite (Outlook, Word, Excel); familiarity with MS Access is a plus.

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