Consumer Credit Servicing Support Specialist

First Horizon•Knoxville, TN

1d•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. SUMMARY Are you a professional and detail-oriented individual with a passion for helping others and problem solving? Do you flourish in a dynamic team environment with an operating purpose of helping clients unlock their full potential with capital and counsel? If this describes you, then you may be a great fit for our Consumer Credit Servicing Support Specialist opening! The Specialist is responsible for delivering superior service to our existing consumer credit and private clients. Preferred candidates will have excellent communication skills, the ability to listen to understand client’s needs, and offer expert advice on products and services in a positive, friendly manner that builds lasting connections and supports the corporation’s primacy efforts. This role works directly with the department’s sales team for referral generation and potential new account openings.

Requirements

High school diploma or general education degree (GED)
1-2 years of consumer credit / servicing experience
Possess excellent customer service skills.
Possess excellent communication skills via telephone, email, and chat.
Able to perform multiple tasks in a fast-paced environment.
Above average Consumer Credit/Deposit Product knowledge
Microsoft Office Suite- i.e. Outlook, Word, Excel, MS Access is a plus.

Nice To Haves

4 Year College Degree in Business, Marketing or Other related field.
Bi-Lingual (Spanish speaking)

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.