Customer Solutions Agent Sr.

Location: On site (specific location provided in the posting).

About the role

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We collaborate with internal business partners to delight our customers, valuing every idea to operate at our best. The Customer Solution Representative serves as the escalation point for complex problems reported by customers and regulatory agencies, communicating progress to employees, regulators, and affected customers. This role ensures all escalated inquiries are resolved timely and efficiently, tracks solutions and communications, and retains critical information. The representative anticipates potential problems, recommends solutions, identifies broad‑impact issues, and works with departmental management to prevent negative customer relations.

Responsibilities

• Effectively communicate (written and verbal) with internal workgroups to resolve problems within established service levels.
• Regularly communicate (written and verbal) with customers to obtain required information, set expectations for next contact, and follow up until final resolution.
• Raise awareness of customer issues that may exceed service levels.
• Update submitters and regulatory agencies on progress toward and completion of customer inquiries.
• Communicate recurring issues as appropriate.
• Self‑directed to solve escalated customer problems and select appropriate solution paths based on issue information.
• Obtain additional information when required to define an issue.
• Document all activities and communications in the issue management system.
• Identify root causes of customer issues and recommend appropriate solutions.
• Manage multiple issues simultaneously and ensure resolutions are achieved within service levels.
• Identify opportunities and provide feedback for continuous company/department improvement.
• Work effectively as a team member.
• Demonstrate “Firstpower” in attitude and relationships.

Requirements

• Excellent written and verbal communication skills.
• Ability to manage multiple problems effectively.
• Knowledge of bank products and systems.
• Ability to analyze problems, identify trends, and recommend solutions.
• Interpersonal skills to work with various levels of management and difficult customers.

Qualifications

• Two to three years of experience in bank product service/operations.
• BA, BS degree or equivalent experience.
• Experience with banking products and systems.
• Two years of experience in written and verbal direct customer communications.

Benefits

• Medical coverage with wellness incentives, dental, and vision.
• Health Savings Account (HSA) with company match.
• Maternity and parental leave.
• Tuition reimbursement.
• Mentor program.
• 401(k) with 6% match.
• Additional benefit details at FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits.

About the company

First Horizon Corporation is a leading regional financial services company dedicated to helping clients, communities, and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, its banking subsidiary operates in 12 states across the southern U.S., offering commercial, private, consumer, small‑business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes and as a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.