Client Service Banker – Contact Center

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

Benefits offered by this job

Medical, dental, and vision

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 client service representative to handle inbound calls, assist with banking needs, and promote digital tools. The role emphasizes accuracy, empathy, and rapid issue resolution on a customer-first basis.

On-site position with shifts including Saturdays; comprehensive training and opportunities to grow within the bank's client experience team.

Qualifications

• Education - High school diploma or GED required, associate or bachelor’s degree preferred.
• Experience - 1–3 years of client-facing experience in banking, financial services, or a call center environment preferred.
• Demonstrated success meeting service, quality, and productivity goals.

Responsibilities

• Serve as a primary point of contact for inbound client phone calls, handle call routing, authentication, and issue triage.
• Resolve everyday banking needs with first-call resolution as the goal.
• Educate clients on digital tools and self-service features.
• De-escalate concerns with empathy and professionalism; document interactions in CRM.
• Follow identity verification, privacy, and fraud-prevention procedures; maintain accurate records.

Skills

Phone etiquette

Active listening

Problem solving

Attention to detail

Bilingual

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

CRM platforms

Microsoft Office

Job description

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.

For Next Class: September 21, 2026

Start Date and Shifts: The recruiter will review the available start date and shifts with applicants during the process.

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

See what it's like: click the link or copy the site into your address bar: Virtual Banker - Client Experience Associate

Position Overview

What you’ll do: Phone-based client service

• Serve as a primary point of contact for inbound client phone calls, handle call routing, authentication, and issue triage.
• Resolve everyday banking needs (e.g., account inquiries, funds transfers, payments, debit/ATM card support, digital banking assistance) with first-call resolution as the goal.
• Educate clients on digital tools and self-service features to simplify their banking.

Issue resolution and follow-up

• De-escalate concerns with empathy and professionalism; own the issue through resolution.
• Document interactions and outcomes in our CRM and related systems in real time.

Risk, compliance, and quality

• Follow identity verification, privacy, and fraud-prevention procedures; escalate suspicious activity per policy.
• Adhere to bank policies, procedures, and applicable regulations; maintain accurate records and high-quality work.

Teamwork and continuous improvement

• Partner with associates across branches, operations, and support teams to deliver consistent client experience.
• Participate in ongoing training, coaching, and feedback; contribute ideas to improve processes and client satisfaction.

Scheduling and coverage

• Work onsite with a flexible schedule that may include morning, afternoon, and evening shifts, plus Saturdays, based on client demand

Important note

• This is a service-focused role.
• No licenses or registrations are required for this position.

Qualifications

• Education - High school diploma or GED required, associate or bachelor’s degree preferred.
• Experience - 1–3 years of client-facing experience in banking, financial services, or a call center environment preferred.
• Demonstrated success meeting service, quality, and productivity goals.

Skills

• Client-first mindset with excellent phone etiquette, active listening, communication, and problem-solving skills.
• Strong attention to detail; able to navigate multiple systems while maintaining accuracy.
• Comfortable working in a metric-driven environment with the ability to prioritize and adapt.
• Bilingual skills are a plus.

Technical proficiency

• Proficiency with call handling tools, CRM platforms, and Microsoft Office (or similar productivity tools); ability to learn new systems quickly.

Shifts

• Shifts starting from 7:00 AM - 1:30 PM / Monday - Friday
• Saturday shifts are a requirement.

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

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 at www.FirstHorizon.com .

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

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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 notice from the Department of Labor.