Intern - Digital Banking Support

First Horizon • Knoxville, TN

15h • $20 • Onsite

About The Position

The Digital Customer Experience Specialist Representative will be the final point of contact to handle all technical issues for Retail/SMB Online Banking and Retail/SMB Mobile Banking. The primary duty of this position is to resolve customer issues and to support requests submitted for review and approval. Mastering the ability to problem solve using their knowledge of the system, proven research techniques and utilize IT resources that are available. Responsible for developing/testing solutions for Quicken & QuickBooks. Report design, reliability, and navigational problems to the appropriate technology team and communicating proven workaround solutions with other DTS team members and management. 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.

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.
• Ability to safely and successfully perform the essential job functions consistent 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
• High school diploma required for consideration

Nice To Haves

• 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

• Resolve customer issues
• Support requests submitted for review and approval
• Problem solve using their knowledge of the system, proven research techniques and utilize IT resources that are available
• Responsible for developing/testing solutions for Quicken & QuickBooks
• Report design, reliability, and navigational problems to the appropriate technology team and communicating proven workaround solutions with other DTS team members and management
• 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

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
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED