Client Service Banker – Contact Center

First-Horizon-Bank; Orlando (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

First Horizon Bank is seeking an on-site Client Experience Associate to handle inbound client calls, assist with everyday banking needs, and promote digital tools. You will educate clients on self-service features while ensuring first-call resolution and friendly, accurate service.

The role emphasizes empathy, compliance, and teamwork across branches, with training in CRM usage and privacy protocols. Flexible shifts include mornings and Saturdays at our Orlando site.

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.

Responsibilities

• 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.
• 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.
• Follow identity verification, privacy, and fraud-prevention procedures; expedite suspicious activity per policy.
• Adhere to bank policies, procedures, and applicable regulations; maintain accurate records and high-quality work.
• 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.
• Work onsite with a flexible schedule that may include morning, afternoon, and eveningshifts, plus Saturdays, based on client demand.
• This is a service-focused role.
• No licenses or registrations arerequiredfor this position.

Skills

Client-first mindset

Phone etiquette

Active listening

Communication

Problem-solving

Attention to detail

Multitasking

Bilingual

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Tools

CRM platforms

Microsoft Office

Call handling tools

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 Training class dates:
November 30, 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:

Whatyou’lldo: 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; expedite 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 eveningshifts,plus Saturdays, based on client demand

Important note

• This is a service-focused role.
• No licenses or registrations arerequiredfor this position.

Qualifications

• Education - High school diploma or GEDrequired,associate or bachelor’sdegree 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 whilemaintainingaccuracy.
• Comfortable working in ametric-driven environment with the ability to prioritize and adapt.
• Bilingual skills are a plus.

Technicalproficiency

• Proficiencywith 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