Default Servicing Phone Agent at First Horizon Bank

Position Overview:

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.

The Default Servicing Phone Agent is responsible for contacting past due customers on consumer checking accounts, credit cards, loans, lines of credit, real estate loans, and home equity lines of credit (HELOCs).

We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Essential Duties and Responsibilities:

·          Negotiates and facilitates loan payment schedules for customers.

·          Follows up on loan repayment agreements.

·          Analyzes and determines future disposition of customer’s account.

·          Verifies and documents all applicable information into collection system.

·          Attempts to negotiate payments via expedited payment methods.

·          Handles all situations in a professional, ethical manner.

·          Escalates special situations or problems, as necessary.

·        Other duties as assigned.

 Abilities:

·          Ability to evaluate situations and make appropriate business decisions

·          Ability to work in contact center environment, to include wearing a headset

 Skills:

·    Excellent computer skills with strong knowledge of email and Microsoft Office

·    Strong verbal and written communication skills

·    Attention to detail and ability to identify potential issues

 Education and/or Work Experience Requirements:

·          High school diploma or equivalent required.

·          Bilingual (English/Spanish) a plus – ability to communicate proficiently in both English and Spanish

 Physical Requirements:

·          Basic keyboarding or other repetitive motions

·          Lifting/pushing objects

·          Must be able to talk, listen and speak clearly on telephone

·          Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

·          Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standard, including meeting qualitative and/or quantitative productivity standards.

 Hours / Location

·          Set schedules available within hours of operation: Monday-Friday, 9:30 AM – 6:00 PM. Average 40 hours per week.

·          Must be available to train Monday-Friday, 9:00 AM – 5:30 PM

• Hybrid (combination of on-site and remote)