Senior Customer Solutions Specialist

First-Horizon-Bank; Knoxville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

First Horizon Bank is seeking a Customer Solution Representative to escalate and resolve complex customer and regulatory inquiries, communicating progress to stakeholders and ensuring timely resolutions. The role tracks activities and maintains critical information to prevent negative customer relations.

The incumbent works with multiple departments to identify root causes, improve processes, and deliver high-quality service in line with First Horizon Bank’s standards.

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

• Effectively communicates (written and verbal) with internal workgroups to resolve problems within established service levels
• Regularly communicates (written and verbal) with customers to obtain required information, set expectation for next contact and continues follow up with the customer until final resolution
• Raises awareness of customer issues that may exceed service level
• Update submitters / regulators agencies of progress towards and completion of customers inquires
• Communicates recurring issues as appropriate

Skills

Excellent written and verbal skills

Ability to manage multiple problems

Knowledge of bank products and systems

Analytical problem solving

Interpersonal skills

Education

BA/BS or equivalent

Job description

First Horizon Bank is seeking a Customer Solution Representative to escalate and resolve complex customer and regulatory inquiries, communicating progress to stakeholders and ensuring timely resolutions. The role tracks activities and maintains critical information to prevent negative customer relations.

The incumbent works with multiple departments to identify root causes, improve processes, and deliver high-quality service in line with First Horizon Bank’s standards.