Customer Solutions Agent Senior

Customer Solutions Agent Senior

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.

The Customer Solution representative will be the escalation point to solve complex problems that are reported by customers and regulatory agencies and to communicate the progress of the solution to the reporting employee, regulatory agencies, and / or affected customer. The representative is responsible for ensuring all escalated customers and regulatory inquiries are resolved timely and efficiently to meet the highest service quality standards. The representative will fully track solutions and related communication activities and retain critical information concerning customer inquiries. The representative should be able to foresee, project, and recommend solutions to potential problems as well as identify broad impact issues within the company and work with all departmental management to prevent situations which cause negative customer relations.

Job Duties and Responsibilities :

Communication - 45% Importance in the role

• 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 is determined
• 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

Issue Management - 45% Importance in the role

Additional Responsibilities and Process Improvement - 10% Importance in the role

Job Requirements (Knowledge, Skills, and Abilities) :

Job Qualifications :

Benefit Highlights

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities