Virtual Banker – Customer Experience Agent in Knoxville, TN at First Horizon National Corporation

Date Posted: 12/29/2020

Job Snapshot

  • Employee Type:
  • Location:
    6522 Chapman Highway
    Knoxville, TN
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
  • Job ID:

Job Description

First Horizon’s Contact Center / Virtual Banking teams serve consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence), providing customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more.

Please note: this position is not a remote or work from home position.  The office is located in Knoxville, TN.

The Virtual Bankers represent the true voice of the customer and are at the forefront of delivering a superior experience to our customers. The Virtual Banker works both individually and in a team environment to ensure customers’ banking needs are recognized and efficiently met. Every customer interaction is considered an opportunity to deepen the bank/client relationships while delivering on First Horizon’s brand promise of Understanding in Action:

  • Quickly answer customer inquiries in a friendly and courteous manner
  • Deliver exceptional service to our customer by going out of the way to resolve their issues / concerns
  • Provide first call resolution - respond to and resolve, during the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs by asking clarifying questions
  • Identify and offer customers the products and services they need and want to succeed financially
  • Help guide and educate customers about the fundamentals and benefits of products being serviced / offered
  • Meet and/or exceed established team goals for quality and productivity
  • Recognize and escalate issues (systematic, product, etc.) that negatively impact the customer experience through the appropriate channel(s)

Overall core competencies include:

  • Passion for customer experience and for assisting internal/external customers
  • Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences
  • Problem solving ability, and customer advocacy and/or voice of the customer strategy experience
  • Strong computer skills and the ability to utilize multiple computer applications simultaneously
  • Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information
  • The flexibility to train 8:30 AM – 5:00 PM Monday through Friday
  • High school diploma or equivalent

Preferred Qualifications:

  • Associate or Bachelor degree
  • Contact Center experience
  • General banking industry business knowledge
  • Bilingual in English and Spanish – ability to read write and speak both languages without limitation or assistance
  • 2+ year of customer service experience


Monday – Friday shifts start from 7:00 am – 1:30 pm.  Saturday hours are required.  Will average 40 hours per week.

Off Sunday and one day during the week.

PLEASE NOTE: Training will be conducted 8:30 a.m. - 5:00 p.m. Monday - Friday for 4-6 weeks.


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)


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