Virtual Banking Emergency Services Agent in Winston-Salem, NC at First Horizon National Corporation

Date Posted: 11/12/2020

Job Snapshot

Job Description

Position Overview:

First Horizon’s Contact Center 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.

Essential Duties and Responsibilities:

The Customer Emergency Assistance team is the first responders for critical services outside normal business hours.  This team’s primary focus is servicing First Horizon’s digital products or OLB, and addressing issues related to lost/stolen, and/or suspicious activity on card accounts as well as, disputed card related transactions.

•         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

•         Assist customers in navigating through OLB and First Horizon’s web site

•         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)

Education and/or Work Experience Requirements:

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 ability and willingness to work a scheduled overnight or after standard business hours

•         The flexibility to train 8:00 AM – 4:30 PM Monday through Friday

•         High school diploma or equivalent

•         2+ year of customer service experience

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

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

•         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

Work Hours: 

Monday, Thursday, Friday and Saturday 8:00 pm - 7 am


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)