Accommodations & Life-Events Case Lead

First Horizon Bank; Memphis (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

First Horizon Bank is seeking an Accommodations Case Manager to lead end-to-end ADA/ADAAA accommodations for associates in Memphis or Charlotte. You will coordinate with HR, IT, Facilities, and third-party vendors to implement approved accommodations and manage life events with confidentiality and care.

You’ll monitor caseloads, track SLAs, and develop training materials to improve processes and associate experience. 3–5+ years’ ADA/ADAAA experience preferred in regulated industries.

Qualifications

• 3–5+ years of direct ADA/ADAAA accommodations experience in a mid-to-large organization.
• Experience with third-party accommodations vendors and escalation management.
• Familiarity with leave programs (FMLA, state leaves) and disability benefits.

Responsibilities

• Own intake, triage, and end-to-end management of accommodation cases.
• Lead the interactive process, including job function analysis and medical review.
• Coordinate with HR, IT, Facilities, and vendors to implement accommodations.
• Maintain proactive, empathetic communication with associates and managers.
• Identify cases for ComPsych or other resources and manage sensitive life events.
• Track SLAs, elevate issues, and educate managers on roles in the process.
• Ensure ADA/ADAAA and related laws compliance and maintain confidential records.
• Develop dashboards, identify bottlenecks, and deliver guidance materials.

Skills

Case management

ADA/ADAAA knowledge

Communication skills

Vendor management

HRIS proficiency

Data analysis

Education

Bachelor's degree in HR/Business/IO psychology

Tools

Workday

ServiceNow

Microsoft 365

Job description

First Horizon Bank is seeking an Accommodations Case Manager to lead end-to-end ADA/ADAAA accommodations for associates in Memphis or Charlotte. You will coordinate with HR, IT, Facilities, and third-party vendors to implement approved accommodations and manage life events with confidentiality and care.

You’ll monitor caseloads, track SLAs, and develop training materials to improve processes and associate experience. 3–5+ years’ ADA/ADAAA experience preferred in regulated industries.