Location: On site at location listed in job posting.
Position Overview:
The position manages the performance of the Customer Solutions Representatives who are challenged to provide an elite level of service to the bank’s customers. This includes but is not limited to ensuring quality and productivity goals are met. This leader oversees the complaint process, which includes fact gathering, investigation process and advises on actions for resolution to ensure Service Level Agreements are maintained. The leader supports and leads the team ensuring policies, procedures, programs and other efforts designed to effectively resolve customer issues are adhered to without fail. They are also responsible for schedule adherence, employee conduct and issue solution goals. He/she will monitor communications with customers and internal business partners for timeliness and quality, providing effective feedback to individuals and teams to shape behavior and results; coaches, develops, mentors, and expands the expertise of the Customer Solutions employees to enable them to deliver a stellar customer experience at the point of contact, focusing on one call resolution. Maintains a highly knowledgeable, competent, and technology-literate team. Displays a personal example of professional conduct and commitment to employees and FTB / CB.
Essential Duties and Responsibilities:
- Manages to policies/procedures to limit financial risk & improve productivity
- Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained
- Manages escalated customer issues that are not resolved at the agent level
- Measures timeliness and effectiveness of communications (written and verbal) with customers and regulatory agencies
- Coordinates with WFM to ensure daily staffing meets business needs and is prepared to address as changes occur
- Monitors work queues, assigns daily work and verifies completion to achieve service level standards
- Coaches team members to achieve individual goals
- Monitors, evaluates and reports daily team and individual performance statistics to train and coach employees
- Ensures employees are knowledgeable in all products and services to specifically include the more complex phone calls the team provides for the department/corporation
- Conducts side by side coaching sessions, monthly scorecard reviews, identifies employee training and development needs, and reports findings to Manager
- Monitors team member attendance and adherence and provides feedback as required
- Rewards team member performance or takes corrective action as needed
- Effectively manages multiple escalated issues, setting appropriate priority
- Identifies opportunities and provides feedback relating to continuous department improvement
- Demonstrates critical thinking skills, ability to accurately analyze information, make sound decisions and articulate to leader
- Maintains professionalism, sense of urgency, accountability, initiative and a strong work ethic
- Communicates professionally and effectively with all levels of staff, business partners and vendors, both written and verbally
- Works closely with all Contact Center Banking teams and subject matter experts while maintaining a positive attitude and enthusiasm to complete tasks
Education and/or Work Experience Requirements:
- Experience creating, leading, and growing customer-focused, high performance, metric-driven, service-oriented cultures
- Problem solving ability, and customer advocacy and/or voice of the customer strategy experience
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
- Excellent computer proficiency (MS Office – Word, Excel and Outlook)
- Must have excellent people-management and leadership skills
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Must have ability to manage multiple processes and be a change agent
- College Graduate preferred or equivalent, minimum 5 years of management experience required
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Must be able to talk, listen and speak clearly on telephone
About Us
First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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