Client Service Banker – Contact Center

First Horizon•Knoxville, TN

6d•Onsite

About The Position

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. This is a service-focused role. No licenses or registrations are required for this position.

Requirements

High school diploma or GED required
Client-first mindset with excellent phone etiquette, active listening, communication, and problem-solving skills.
Strong attention to detail; able to navigate multiple systems while maintaining accuracy.
Comfortable working in a metric-driven environment with the ability to prioritize and adapt.
Proficiency with call handling tools, CRM platforms, and Microsoft Office (or similar productivity tools); ability to learn new systems quickly.

Nice To Haves

Associate or bachelor’s degree preferred.
1–3 years of client-facing experience in banking, financial services, or a call center environment preferred.
Demonstrated success meeting service, quality, and productivity goals.
Bilingual skills are a plus.

Responsibilities

Serve as a primary point of contact for inbound client phone calls, handle call routing, authentication, and issue triage.
Resolve everyday banking needs (e.g., account inquiries, funds transfers, payments, debit/ATM card support, digital banking assistance) with first-call resolution as the goal.
Educate clients on digital tools and self-service features to simplify their banking.
De-escalate concerns with empathy and professionalism; own the issue through resolution.
Document interactions and outcomes in our CRM and related systems in real time.
Follow identity verification, privacy, and fraud-prevention procedures; escalate suspicious activity per policy.
Adhere to bank policies, procedures, and applicable regulations; maintain accurate records and high-quality work.
Partner with associates across branches, operations, and support teams to deliver consistent client experience.
Participate in ongoing training, coaching, and feedback; contribute ideas to improve processes and client satisfaction.
Work onsite with a flexible schedule that may include morning, afternoon, and evening shifts, plus Saturdays, based on client demand.