Virtual Banker/Call Center Agent

Entry level and experienced positions available

Please note: This position is not a remote or work from home position. The office is located in Orlando, Florida.

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

Essential Duties and Responsibilities:

The Virtual Bankers represent the true voice of the client and are at the forefront of delivering a superior experience to our clients. The Virtual Banker works both individually and in a team environment to ensure clients’ banking needs are recognized and efficiently met. Every client 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 client inquiries in a friendly and courteous manner
• Deliver exceptional service to our client by going out of the way to resolve their issues / concerns
• Provide first call resolution - respond to and resolve, during the first call, client service inquires and issues by identifying the topic and type of assistance the caller needs by asking clarifying questions
• Identify and offer client the products and services they need and want to succeed financially
• Help guide and educate client 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 client experience through the appropriate channel(s)

Education and/or Work Experience Requirements:

• Passion for client experience and for assisting internal/external clients
• 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 client 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
• High school diploma or equivalent
• 2+ year of customer service experience

HOURS:

Weekly Scheduled Hours: 9:30-6, 10:30-7 and 11:30-8 hours during week with saturday hour sof 830-5. Day off would be Sunday and Tuesday/Wednesday/Thursday

PLEASE NOTE: Training will be conducted 8:30 a.m. - 5:00 p.m. Monday - Friday for 2 weeks.

Benefit Highlights

• Medical, dental, and vision
• Company provided Flex Dollars to pay premiums
• HSA with company contributions
• Wellness incentives
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) match of 6%
• More: FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

About Us

First Horizon (NYSE- FHN) is a top 25 bank in the U.S. with over 150 years in business. We offer an award-winning diverse culture and socially responsible workplace. As a strong financial institution, we also provide opportunities for career growth. Join us and represent the distinguished First Horizon organization with our stellar team of associates by applying today!

Want more: Facebook | Twitter | LinkedIn | Instagram | YouTube

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)