Senior Customer Solutions Specialist (Escalations)

First Horizon Bank; Knoxville (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical with wellness incentives

HSA with company match

401(k) with 6% match

Tuition reimbursement

Mentor program

Job summary

First Horizon Bank Operations is seeking a Customer Solution representative to escalate and resolve complex customer issues and regulatory inquiries, communicating progress to stakeholders. The role emphasizes timely resolution, thorough documentation, and proactive problem solving across departments.

The position focuses on maintaining high service quality, collaborating with internal partners, and foreseeing broad impacts to prevent negative customer relations while upholding First Horizon’s

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 with internal workgroups to resolve problems within service levels.
• Regularly communicates with customers to obtain required information and set expectations.
• Raises awareness of issues that may exceed service level.
• Updates regulators and submitters on progress toward resolution.
• Communicates recurring issues as appropriate.
• Self-directed to solve escalated customer problems and select appropriate solutions.
• Documents all activities in the issue management system.
• Identifies root causes and recommends solutions.
• Manages multiple issues to ensure timely resolutions.
• Provide feedback for continuous department improvement.

Skills

Excellent written and verbal skills

Ability to manage multiple problems

Interpersonal skills

Knowledge of bank products and systems

Education

Bachelor's degree or equivalent experience

Job description

First Horizon Bank Operations is seeking a Customer Solution representative to escalate and resolve complex customer issues and regulatory inquiries, communicating progress to stakeholders. The role emphasizes timely resolution, thorough documentation, and proactive problem solving across departments.

The position focuses on maintaining high service quality, collaborating with internal partners, and foreseeing broad impacts to prevent negative customer relations while upholding First Horizon’s