Onsite Client Service Banker - Digital Banking Advocate

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

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.