Business Service Center Agent in Knoxville, TN at First Horizon National Corporation

Date Posted: 1/12/2021

Job Snapshot

  • Employee Type:
  • Location:
    6522 Chapman Highway
    Knoxville, TN
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The Business Service Center Agent will answer client inquiries on bank products, services, accounts, and policies; promotes cross-selling, researches and corrects account discrepancies. Respond to a high volume of telephone inquiries. Handle calls from external clients and internal business partners of the most complex nature, answers staff questions and takes escalated calls. Responsibilities include completing basic client requests and routing requests as appropriate.

Updating appropriate system with each interaction. Completes these duties within the Business Service Center’s service level agreements (SLAs) and commitment to customer service. Pro-actively interacts and collaborates with internal business partners to ensure customer service requests are understood and met. Ensures compliance with established bank policies, guidelines and regulatory requirements. Utilizes independence in solving problems and making decisions. Works within established guidelines, with complex or unusual situations being discussed with manager. Ensures duties are carried out in an efficient and cost effective manner. Efforts are focused on achieving maximum customer service.

Duties and Responsibilities/Key Activities:
• Assists clients with questions and provides answers, referrals or solutions.
• Follows up with clients to ensure problems are solved.
• Monitors work queues and complete assigned tasks within SLAs.
• Maintains open communication with internal business partners and Product Managers.
• Other duties as assigned

• Thorough understanding of all business products
• Knowledge of procedures
• Chooses courses of action or makes decisions that are consistent with policies, procedures, and rules

Customer Service:
• Fosters a positive working environment
• Functions as a collaborator with an extension of the market supported
• Provides guidance and support to internal business partners in order to meet the needs of external customers.
• Able to coach internal business partners on all business processes, products and requirements, including terms, fees, application process and related functions.
• Provides timely, complete and accurate response to inquiries.
• Continually searches for ways to improve customer service and remove barriers
•Addresses client needs by involving the right people at the right time
• Demonstrates a strong sense of ownership and a commitment to achieving meaningful results.
• Demonstrates a can-do spirit, a sense of optimism, ownership and commitment.
• Projects a positive image, acknowledges others efforts and accomplishments, exerts extra effort and a personal commitment to work.
• Tailors communication style and content to the audience.
• Handles all situations in a professional, ethical manner.
• Escalates special situations or problems as necessary.

• Ensures all goals and departmental service standards (SLAs) are met
• Tracks, logs and provides daily, weekly, monthly, quarterly reporting of production statistics as defined by management
• Meets productivity goals in times of fluctuating volumes
• Consistently meets quality control and data integrity standards
• Effectively utilizes available tools

Work Hours:
Monday thru Friday 
Average 40 hours per week within operating hours of 7 AM - 7 PM

Education and Experience
• High School diploma or equivalent in education required for consideration
• Two (2) to four (4) years of call center related experience

• Subject matter expertise in most business products; proficiency in ACH & Business Credit Cards
• Be proficient in 10+ business products
• Strong time management and organizational skills evidenced in previous assignments
• Thorough knowledge of Microsoft products and keyboarding skills
• Self-starter, works with minimal direction
• Strong verbal and written communication skills
• Interpersonal skills and team orientation
• Service orientation
• Ability to meet deadlines


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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