Fraud Protection Services - Claim Resolution Specialist

First Horizon•Maryville, TN

6d•Onsite

About The Position

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. Our Claim Resolution Specialists are dedicated to putting clients first and consistently delivering exceptional service experiences. Aligned with our core values—client focus, caring for people, commitment to excellence, expanding access, and fostering team success—our specialists play a key role in upholding the integrity of our operations and strengthening relationships with both internal and external clients.

Requirements

High school diploma or equivalent required; advanced education is a plus.
2 or more years of experience in client service, financial operations, or a related field.
Strong analytical and problem-solving skills.
Excellent communication skills.
Strong ethical background with a keen eye for detail.

Responsibilities

Serve as a trusted point of contact for First Horizon clients navigating fraud or dispute claims, ensuring a seamless and supportive experience.
Thoroughly review, research, and resolve claim cases with a strong commitment to quality, accuracy, and regulatory compliance (including Reg E, Reg Z, and other relevant guidelines).
Collaborate with associates across teams to identify operational issues, minimize errors, and share knowledge for continuous improvement.
Conduct detailed phone interviews with clients and/or external agencies to gather information critical to claim resolution and risk assessment.
Prepare and send timely client notifications in line with all applicable regulatory and internal standards.
Complete appropriate documentation and routine reporting to maintain transparent and auditable records.
Respond promptly, professionally, and courteously to client inquiries, demonstrating empathy and a client-first mindset.
Execute necessary adjustments to client accounts, identify recoverable transactions, and initiate merchant chargebacks as needed.
Actively contribute ideas and feedback to improve processes and enhance both client and associate experiences.