Account Specialist Senior (Post Book QC) in Memphis, TN at First Horizon National Corporation

Date Posted: 8/22/2020

Job Snapshot

  • Employee Type:
  • Location:
    3451 Prescott Road
    Memphis, TN
  • Job Type:
  • Experience:
    4 to 6 years
  • Date Posted:
  • Job ID:

Job Description

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 Senior Account Specialist is responsible for managing the quality control process for commercial lines of business within the Loan Operations 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 Account Specialist is responsible for inspecting all loan documents and ensuring that all procedural and policy guidelines are followed. The Senior Account Specialist 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 and/or OE)

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, ONS, and SharePoint Workflow.

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


•      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 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

Work Hours: Monday thru Friday from 8:00am to 5:00pm 


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)