Job Information
First Horizon Bank Customer Experience Supervisor in Knoxville, Tennessee
Description
Location: On site at location listed in job posting.
Position Overview:
The position manages the performance of the Customer Solutions Representatives who are challenged to provide an elite level of service to the bank’s customers. This includes but is not limited to ensuring quality and productivity goals are met. This leader oversees the complaint process, which includes fact gathering, investigation process and advises on actions for resolution to ensure Service Level Agreements are maintained. The leader supports and leads the team ensuring policies, procedures, programs and other efforts designed to effectively resolve customer issues are adhered to without fail. They are also responsible for schedule adherence, employee conduct and issue solution goals. He/she will monitor communications with customers and internal business partners for timeliness and quality, providing effective feedback to individuals and teams to shape behavior and results; coaches, develops, mentors, and expands the expertise of the Customer Solutions employees to enable them to deliver a stellar customer experience at the point of contact, focusing on one call resolution. Maintains a highly knowledgeable, competent, and technology-literate team. Displays a personal example of professional conduct and commitment to employees and FTB / CB.
Essential Duties and Responsibilities:
Manages to policies/procedures to limit financial risk & improve productivity
Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained
Manages escalated customer issues that are not resolved at the agent level
Measures timeliness and effectiveness of communications (written and verbal) with customers and regulatory agencies
Coordinates with WFM to ensure daily staffing meets business needs and is prepared to address as changes occur
Monitors work queues, assigns daily work and verifies completion to achieve service level standards
Coaches team members to achieve individual goals
Monitors, evaluates and reports daily team and individual performance statistics to train and coach employees
Ensures employees are knowledgeable in all products and services to specifically include the more complex phone calls the team provides for the department/corporation
Conducts side by side coaching sessions, monthly scorecard reviews, identifies employee training and development needs, and reports findings to Manager
Monitors team member attendance and adherence and provides feedback as required
Rewards team member performance or takes corrective action as needed
Effectively manages multiple escalated issues, setting appropriate priority
Identifies opportunities and provides feedback relating to continuous department improvement
Demonstrates critical thinking skills, ability to accurately analyze information, make sound decisions and articulate to leader
Maintains professionalism, sense of urgency, accountability, initiative and a strong work ethic
Communicates professionally and effectively with all levels of staff, business partners and vendors, both written and verbally
Works closely with all Contact Center Banking teams and subject matter experts while maintaining a positive attitude and enthusiasm to complete tasks
Education and/or Work Experience Requirements:
Experience creating, leading, and growing customer-focused, high performance, metric-driven, service-oriented cultures
Problem solving ability, and customer advocacy and/or voice of the customer strategy experience
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Must have excellent people-management and leadership skills
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Must have ability to manage multiple processes and be a change agent
College Graduate preferred or equivalent, minimum 5 years of management experience required
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
About Us
First Horizon Corp. (NYSE: FHN) , with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com (https://urldefense.com/v3/__https:/www.firsthorizon.com/__;!!Cz2fjcuE!hpq9hPnrucZCPIAVPojVESItIq-FPzhurNdCrQ3JE8Rkx3gMd70nIk6_kmPxl66_oJCEsXs0gNunPowMAMHCmBYPOtUxUGI$) .
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
Follow Us
Facebook (https://www.facebook.com/FirstHorizonBank)
X formerly Twitter
LinkedIn (http://www.linkedin.com/company/first-horizon-bank)
YouTube (https://www.youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q)
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)