Senior Customer Solutions Lead (Escalations & Insights)

First Horizon Corp.; Knoxville (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

First Horizon Bank Operations is recruiting a Customer Solution representative to serve as the escalation point for complex customer issues and regulatory inquiries. You will track progress, communicate with regulators and customers, and collaborate with internal partners to prevent negative outcomes.

The role requires analyzing issues, identifying root causes, and proposing effective solutions while maintaining high service quality levels across multiple concurrent cases.

Qualifications

• Two to three years experience in bank product service/operations.
• BA, BS degree or equivalent in experience.
• Experience with banking products and systems.
• Two years experience written and verbal direct customer communications.

Responsibilities

• Escalate and resolve complex customer issues and regulatory inquiries.
• Communicate progress to customers, regulators and internal teams.
• Document activities and communications in the issue system.
• Identify root causes and recommend solutions to prevent recurrence.
• Coordinate with management to prevent negative customer relations.

Skills

Excellent written and verbal skills

Multitask problem solving

Bank products knowledge

Problem analysis and trend detection

Interpersonal skills with management &

Education

BA/BS degree or equivalent in experience

Job description

First Horizon Bank Operations is recruiting a Customer Solution representative to serve as the escalation point for complex customer issues and regulatory inquiries. You will track progress, communicate with regulators and customers, and collaborate with internal partners to prevent negative outcomes.

The role requires analyzing issues, identifying root causes, and proposing effective solutions while maintaining high service quality levels across multiple concurrent cases.