Location: On site at location listed in job posting.
At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.
Position Overview:
Manages and coordinates the daily operations of multiple Recovery functions located within DSC ensuring that the work meets high standards for quality, production, and customer service in the best way that protects the assets of the bank. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Establishes and maintains an internal environment that encourages teamwork, individual efforts, and ethical behavior. Provides effective communication to management, peers, and staff to improve results and motivate team. Responsible for managing team performance, to include managing effective workflow strategies, coaching, daily and monthly production, handling of escalated calls, and monitoring work processes to validate tasks requiring daily/periodic completion while meeting quality standards and service level agreements.
This position is also responsible for providing supervisory support to our Recovery and Collections teams to include evening and/or weekend shift coverage, reporting reviews, escalation calls and issue resolution. Additionally, it includes consulting and collaborating with DSC management, providing input to tactical planning and participating in departmental projects that ensure unit contingency planning and regulatory compliance.
Essential Duties and Responsibilities:
- Ensures adherence to all policies and procedures and assists staff on problems, exceptions, adjustments, and compliance.
- Collaborates with senior management to develop sound strategies which drive performance. Performs a variety of routine daily tasks to include reviewing reports and preparing correspondence.
- Supervises subordinate staff including hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating corrective and disciplinary actions to include terminations.
- Makes timely decisions regarding problems and issues ensuring published service levels are met, including managing customer escalations.
- Exhibits a high level of attention to detail.
- Establishes a work environment that is motivated and participative.
- Effectively communicates with management team and peers while supporting the operation.
Education and/or Work Experience Requirements:
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
- Must have excellent people-management and leadership skills
- Excellent computer proficiency (MS Office – Word, Excel and Outlook)
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Must have ability to multi-task and manage multiple processes
- High school diploma required, bachelor’s degree preferred
- 2-4 years of supervisory experience required, 5-8 years of supervisory experience preferred
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
Hours:
- Monday - Friday
- 8:30 AM - 5:00 PM
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.
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 Access Commitment:
At First Horizon, we focus on what matters most to our associates, clients and the communities we serve. As we continue to evolve, we remain committed to an open and supportive workplace and providing opportunity and access to capital and counsel for all.
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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)