Claim Resolution Specialists

First Horizon Bank; Knoxville (TN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical with wellness incentives

HSA with company match

Maternity and parental leave

Tuition reimbursement

Mentor program

401(k) with 6% match

Job summary

First Horizon Bank is seeking a dedicated Claim Resolution Specialist to service clients handling fraud or dispute claims onsite in Knoxville, TN. The role emphasizes regulatory compliance, detailed investigation, and cross-team collaboration to resolve cases efficiently.

Qualifications include a high school diploma, 2+ years in client service or financial operations, and strong communication with an ethical mindset.

Qualifications

• High school diploma or equivalent required; advanced education is a plus.
• 2+ years of experience in client service, financial operations, or 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 clients’ 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.

Skills

Client service

Analytical thinking

Communication skills

Problem solving

Ethical standards

Education

High school diploma

Advanced education a plus

Job description

Location : On Site at location listed in job posting.

Weekly Scheduled Hours : Monday – Friday 9AM to 6PM EST

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 experience. 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 operators and strengthening relationships with both internal and external clients.

Core 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 clients’ 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.

Core Competencies and Values Alignment:

• Demonstrated passion for client service and advocacy, providing solutions that put the client’s needs at the forefront.
• Commitment to caring about people, with a focus on supporting and developing fellow associates.
• Excellence in verbal and written communication – articulate, diplomatic, and tailored to diverse audiences.
• Strong critical thinking, data analysis, and problem-solving skills for standardized and unique scenarios.
• High attention to detail, professional demeanor, and respect for the confidentiality of sensitive information.
• Strong organizational abilities and capacity to manage shifting priorities while delivering results
• Technical proficiency with multi-system navigation and adoption of new digital tools and processes.
• Drive to foster team success by collaborating, sharing knowledge, and celebrating group achievements.

Education and/or Work Experience 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.

ABOUT US

First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available atwww.FirstHorizon.com (https://urldefense.com/v3/__https:/www.firsthorizon.com/__;!!Cz2fjcuE!hpq9hPnrucZCPIAVPojVESItIq-FPzhurNdCrQ3JE8Rkx3gMd70nIk6_kmPxl66_oJCEsXs0gNunPowMAMHCmBYPOtUxUGI$) .

Benefit Highlights

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Follow Us

Facebook (https://www.facebook.com/FirstHorizonBank)

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LinkedIn (http://www.linkedin.com/company/first-horizon-bank)

Instagram (https://www.instagram.com/first_horizon/)

YouTube (https://www.youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Job Identification: 969

Job Category: Support

Job Schedule: Full time

Degree Level: High School Equivalent