Business Service Center Agent

First-Horizon-Bank; Knoxville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

First Horizon Bank is seeking a Business Service Center Virtual Banker to deliver exceptional service to our business clients. You will work both independently and as part of a dynamic team to ensure client needs are met accurately and efficiently.

Responsibilities include assisting business clients and internal partners via phone and virtual channels, handling account maintenance, and maintaining policy adherence. Training class dates and shift details are provided during onboarding.

Qualifications

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Bilingual in English and Spanish is a plus.
• Excellent verbal and written communication skills with emphasis on grammar and etiquette.

Responsibilities

• Identify callers and ensure they are accurately identified per policy.
• Connect with business clients and internal partners via telephone and virtual channels on all business products.
• Research and resolve client requests and internal requests, escalating as needed for timely resolution.
• Assist with account maintenance as outlined in policy and procedure.
• Adhere to department policy and procedures at all times.
• Provide exceptional client experience with a goal of one-contact resolution.
• Offer feedback to improve the client experience.

Skills

Customer service

Bilingual English/Spanish

Strong computer skills

Education

High school diploma or equivalent

Job description

Location: On site at location listed in job posting.

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.

Please note: this is NOT a remote nor work from home position.

Explore the role: click the link or copy the site into your address bar Business Service Center Agent

Position Overview:

As a Business Service Center virtual banker, you will be the driving force behind delivering an exceptional experience to our business clients. As a Business Service Center Virtual Banker, you'll work both independently and as part of a dynamic team to ensure our business client’s banking needs are met with precision and efficiency. Each interaction is an opportunity to connect with our business clients and internal business partners and strengthen the client’s relationship with First Horizon Bank.

Essential Duties and Responsibilities:

• Ensure all callers are accurately identified complying with policy and procedure
• Connect and provide support to business clients and internal business partners via telephone and virtual channels on all business products.
• Research and resolve business client and internal business partner requests ensuring accurate information and timely resolution. Escalate as necessary ensuring any complaints are forwarded to the appropriate team for resolution.
• Assist with account maintenance as outlined in policy and procedure
• Adhere to all department policy and procedures
• Provide exceptional client experience striving for one contact resolution
• Provide feedback to improve the client experience

Education and/or Work Experience Requirements:

• High school diploma or equivalent required
• Minimum two years of customer service experience or equivalent combination of education, training, and experience
• Strong computer skills and ability to use multiple applications simultaneously
• Bilingual in English and Spanish is a plus
• Excellent verbal and written communication skills with emphasis on grammar and etiquette

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to talk, listen and speak clearly on telephone.

Shift Availability:

• Business Service Center will be open from 8 am-7 pm Monday – F Friday. Shift will be within this time and will be assigned during training.

Training Schedule

• 8 weeks duration
  • Week 1-3: Monday - Friday / 8:30 AM - 5:00 PM
  • Week 4 -7: Work assigned scheduled shift
  • Week 8: Monday - Friday 8:30 AM - 5:00 PM
  • Week 9: Work assigned scheduled shift

Training class date: November 30, 2026