Default Servicing Phone Agent

First Horizon Bank • Knoxville, TN

2d • 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.

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.

Requirements

• Ability to evaluate situations and make appropriate business decisions
• Ability to work in contact center environment, to include wearing a headset
• 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
• High school diploma or equivalent required.

Nice To Haves

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

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.

Benefits

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED