Location: On site at location listed in job posting.

Hours: Monday - Friday 10am-7pm

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. 

Summary:

The position manages the performance of Fraud Hotline associates who are challenged to provide an elite level of service to the bank’s clients. This includes, but is not limited to, ensuring quality and productivity goals are met. This leader oversees direct support staff who handle both inbound and outbound calls related to potentially fraudulent activities, providing exceptional support to our clients, and working collaboratively with internal teams to mitigate fraud risks. Direct report associates are responsible for fraud protection, which include fact gathering, investigation, direct client contact, and actions for resolution to ensure necessary regulatory expectations are maintained.

The leader supports and leads the team ensuring policies, procedures, and other efforts designed to effectively protect our clients are adhered to without fail. They are also responsible for schedule adherence, employee conduct, and team performance goals.

He/she will monitor communications with clients 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 Fraud Hotline associates to enable them to deliver a stellar client experience at the point of contact.

Maintains a highly knowledgeable, competent, and technology-literate team. Displays a personal example of professional conduct and commitment to associates and First Horizon. 

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 client issues that are not resolved at the agent level.
• Measures timeliness and effectiveness of associate actions and communications (written and verbal).
• Coordinates with WFM, as needed, 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.
• Conducts side by side coaching sessions, monthly scorecard reviews, identifies employee training and development needs, and reports concerns 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, and business partners, both written and verbally

Education and/or Work Experience Requirements:

• Experience creating, leading, and growing client-focused, high performance, metric-driven, service-oriented cultures.
• Problem solving ability, and client advocacy and/or voice of the client strategy experience.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client.
• 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 client service.
• Must have ability to manage multiple processes and be a change agent.
• College Graduate preferred or equivalent, three to five years’ experience in bank product service/operations and management.

Physical Requirements:

• Ability to perform the essential job functions consistent safely and successfully 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 Corporation 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.