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.

Summary: 

The Loan Operations Senior Account Specialist is responsible for managing the quality control process for commercial lines of business within the Lending Services division of the bank.  The position ensures that all technical processes and functions meet high standards for quality and protects the loan assets of the bank. The Senior Processor is responsible for inspecting all loan documents and ensuring that all procedural and policy guidelines are followed. The Senior Processor is also responsible for assisting with the onboarding of new employees and assisting with the daily management reporting of manual processes.     

We are seeking dedicated, disciplined individuals who excel in a team environment, who take ownership and who are enthusiastic about a job well done. 

Essential Duties and Responsibilities:  

30% Productivity: Meets productivity goals within established time frames (measured by Service Level Agreements)  30% Service Quality: Provides excellent customer service and meets quality/accuracy standards (measured by Service Level Agreements, customer feedback, error reports)  20% Lives: Our company values, embraces change and ensures an inclusive, positive work climate  20% Responsible: For assessing risk and complies with all policies and procedures

Areas of responsibility include: 

Responsible for the quality control of documents daily  Perform related duties of inspecting documents and completing daily reports Maintain compliance with policy and procedures Work with others to ensure that the entire team’s work is within SLA Assist with the onboarding process for new employees Assist with reporting daily manual processes for management Responsible for all other duties as assigned

Education and/or Work Experience Requirements:

Bachelor’s degree preferred or high school diploma with 4-6 years of experience. Experience preferred in financial industry or consumer or commercial lending.

Knowledge:

Understanding of various loan documents, procedures, policies, and regulations. Familiarity with loan and servicing systems such as ALS, FD, ARX, iCL, APPRO, ACBS, LDTS and BPM.

Skills:

 Excellent communication skills (written & verbal); Attention to detail; MS Office (Word, Excel, Outlook); teamwork/teambuilding skills; strong organizational and prioritization skills are needed.
Abilities:

Ability to communicate effectively with own team, other teams within the department, as well as line of business partners Ability to establish positive working relationships across the organization Ability to work well with others in a team setting but also be accountable for individual tasks, and to train/educate others Ability to manage multiple issues in a timely manner Ability to succeed in a fast-paced environment Ability to work with teammates in multiple locations/states Ability to determine the root cause of an issue, when needed by analyzing data and / or documentation to ensure compliance with policies, procedures, and or regulatory and risk requirements all while meeting department service level agreements Ability to work with little supervision but know when to ask for help Ability to work independently and to carry out assignments to completion within parameters of procedures and agreed upon Service Level Agreements Ability to handle difficult customers Ability to respond quickly to problem situations Ability to take a systematic approach to work & plan ahead Excellent verbal and written communication skills, including ability to effectively communicate with internal and occasionally external customers Knowledge of lending regulations Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service In-depth knowledge in either consumer or commercial loans required – an understanding of both is preferred Excellent computer proficiency (MS Office – Word, Excel and Outlook).

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, including meeting 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 lift and carry up to 30 lbs.

Hours:

Monday - Friday
8:30 AM - 4:30 PM

About Us

First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. 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. 

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.