SPOC and Small Business Collections Manager
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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. Supervise the day-to-day activities of multiple Credit Operations functions and/or technical processes ensuring that the work meets high standards for quality and customer service and protects the loan assets of the bank. Manages and coordinates the daily operations of the Small Business Collection agents working with our business customers. The Small Business Collection agents reach out on delinquent accounts to notify the customer and negotiate and facilitate loan payment schedules. The Small Business Collection Agent conducts detailed reviews of business accounts and articulates options to customers, taking responsibility for each interaction. Manages and coordinates the daily operations of the SPOC (Single Point of Contact) Team located within DSC. The SPOC Supervisor is responsible for managing SPOC activities regarding consumer real estate accounts in accordance with Bank and legal guidelines, including related state and federal regulations. This position is aligned with the routine outbound calling process and frequently requires providing guidance on non-routine situations. Ensures attainment of individual, department and Bank wide goals and utilizing various systems and methods. In addition, this person manages a process to ensure compliance with FFIEC and OCC required charge off policies for all First Horizon's consumer loan products. This position is also responsible for providing supervisory support to our Collections and Recovery teams to include evening and/or weekend shift coverage, reporting reviews, escalation calls and issue resolution. Additionally, it includes consulting and collaborating with DSC management, providing input to tactical planning and participating in departmental projects that ensure unit contingency planning and regulatory compliance.
