Location: On site at location listed in job posting. 

Position Overview:

The Customer Experience Specialist/Team Lead plays a crucial role in the operation of the Business Service Center. The Team lead is responsible for fostering team engagement and daily team oversight. This leader will split their time between working closely with the leadership team to execute the business strategy and supporting clients and internal business partners via telephone channels.

This position offers a unique opportunity to drive client satisfaction and FHB loyalty, leading a team dedicated to meeting the needs of our clients and business partners, by delivering on our commitment of excellence, all in a fast-paced and rewarding environment.

Essential Duties and Responsibilities:

Provides daily oversight and guidance to BSC associates to ensure consistent, prompt and quality support is provided to clients and internal business partners. Provide on-phone client support, including handling escalated calls and resolving complex client issues professionally and efficiently. Demonstrate desire and commitment to develop leadership skills with the goal of future team management. Collaborate with leadership to identify areas of improvement by isolating trends and process flow opportunities to enhance the overall client experience. Foster a positive work environment, acting as a role model for the team and living the FHB core values. Ensure complicated / escalated issues are resolved in a timely manner. Support leadership to provide and identify opportunities for coaching to improve associate skills and performance. Promote all forms of diversity and inclusion. Ability to motivate and inspire team members to consistently meet or exceed performance standards while promoting our EPIC/Firstpower culture and Contact Center banking’s “Connections” brand commitment. Ability to handle high-pressure situations and adapt to changing priorities.

Education and/or Work Experience Requirements:

Three to five years’ experience in bank product service/operations support preferrable the Business Service Center. BA, BS degree or equivalent in experience. Demonstrated desire and commitment to develop leadership skills with the goals of future team management. Excellent verbal and written communication skills, including ability to effectively communicate with internal and external business partners. Decision-making and prioritization abilities. Conflict resolution and problem-solving skills. Ability to work independently and to carry out assignments to completion within specified requirements. Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing a differentiated customer experience.

Physical Requirements:

Ability to perform the essential job functions consistently, safely, and successfully with or without the ADA, FMLA and other federal, state, and local standards, including qualitative and/or quantitative productivity 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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