Digital Banking Specialist

First Horizon•Knoxville, TN

1d•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. Weekly Schedule Hours (Vary): Monday - Friday / 8:00 AM - 10:00 PM Saturday / 8:00 AM- 8:00 PM Position Overview: The Digital Technology Support Representative will be the second and final point of contact to handle all technical issues for Retail Online Banking and Retail Mobile Banking. The primary duty of this position is to resolve customer issues that are not due to a system problem. Problem solving will be performed using techniques and procedures to include consulting with users to determine hardware and software or system functional specifications. Responsible for developing and using workarounds for user problems, Quicken & QuickBooks for both Windows and MAC. Report design, reliability, and navigational problems to the appropriate technology team and/or appropriate vendor & provide sufficient incident details to assist technology in isolating and reproducing issues. Essential Duties and Responsibilities: The Digital Technology Associate is the true voice of the client and are at the forefront of delivering a superior experience to our clients. The Digital Technology Associate works both individually and in a team environment to ensure clients’ digital banking needs are recognized and efficiently met. Every client interaction is considered an opportunity to deepen the bank/client relationships while delivering on First Horizon’s brand promise of Understanding in Action: This position will be responsible for providing: World-class service to our internal and external customers in an accurate, efficient, and professional manner. Technical solutions to a wide range of problems. Support of applications using computer and network systems and support to users of all skill levels where the product is highly technical or sophisticated in nature. Support for banking online and mobile banking to Banking Online users, vendors, and employees. Liaise with internal IT groups and external vendors regarding decision support system maintenance. Submit and track incidents with vendors for Production issues. All tasks involved in new version implementations. Complex Network Troubleshooting. This person must be skilled to: Define and document all technical support procedures. Proactively identify and suggest product and/or process improvements to increase efficiency. Monitors existing applications making recommendations for improved performance and service to the application user. Allow him/her to straddle both customer service and technical support areas. Diagnose and answer complex problems related to ISP/internet and network connectivity and related software. Provide solutions to difficult technical issues associated with specific products. Identify error source and resolution, troubleshoot problems, research and analyze situations, and make appropriate recommendations and decisions. Identify appropriate direction of escalated issues, communicate effectively, maintain Escalation records and insure up to date status. Document and maintain a comprehensive list of Technical Support issues and resolutions within a database. Ensure quality and productivity is achieved. Continuously builds knowledge, keeping up-to-date on technological aspects of the job and changing technical demands.

Requirements

Working knowledge of Online and Mobile Banking Products and Services.
Good working knowledge of Android, Apple, and Mobile devices
Proficient understanding of PC operating systems and a strong knowledge of major Web browsers.
Proficient understanding of First Horizon legacy systems and systems of record.
Has high dependability and follow-through without supervision
Demonstrated ability to manage priorities.
Ability to work with internal stakeholders and external vendors.
Excellent written, verbal, and telephone communication skills.
Excellent analytical and troubleshooting skills.
Knowledge of Networking (TCP/IP, DNS), Troubleshooting client/server technical issues.
Log issues received from customers via phone and email in trouble ticket tracking application
Take ownership of the issue from initial call to resolution and closure.

Nice To Haves

High school diploma required for consideration
BA, BS degree or equivalent preferred
Two (2) to three (3) years of experience in bank product service/operations.
One (1) to two (2) years of experience with Help Desk or equivalent technical support role.
Experience with online banking products, and mobile devices.

Responsibilities

Handle all technical issues for Retail Online Banking and Retail Mobile Banking.
Resolve customer issues that are not due to a system problem.
Problem solving will be performed using techniques and procedures to include consulting with users to determine hardware and software or system functional specifications.
Responsible for developing and using workarounds for user problems, Quicken & QuickBooks for both Windows and MAC.
Report design, reliability, and navigational problems to the appropriate technology team and/or appropriate vendor & provide sufficient incident details to assist technology in isolating and reproducing issues.
Ensure clients’ digital banking needs are recognized and efficiently met.
Provide world-class service to our internal and external customers in an accurate, efficient, and professional manner.
Provide technical solutions to a wide range of problems.
Support of applications using computer and network systems and support to users of all skill levels where the product is highly technical or sophisticated in nature.
Support for banking online and mobile banking to Banking Online users, vendors, and employees.
Liaise with internal IT groups and external vendors regarding decision support system maintenance.
Submit and track incidents with vendors for Production issues.
Perform all tasks involved in new version implementations.
Perform complex Network Troubleshooting.
Define and document all technical support procedures.
Proactively identify and suggest product and/or process improvements to increase efficiency.
Monitors existing applications making recommendations for improved performance and service to the application user.
Diagnose and answer complex problems related to ISP/internet and network connectivity and related software.
Provide solutions to difficult technical issues associated with specific products.
Identify error source and resolution, troubleshoot problems, research and analyze situations, and make appropriate recommendations and decisions.
Identify appropriate direction of escalated issues, communicate effectively, maintain Escalation records and insure up to date status.
Document and maintain a comprehensive list of Technical Support issues and resolutions within a database.
Ensure quality and productivity is achieved.
Continuously builds knowledge, keeping up-to-date on technological aspects of the job and changing technical demands.