Digital Banking Specialist
Company: First Horizon
Location: Knoxville
Posted on: January 2, 2026
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Job Description:
Location: Onsite in Little Rock, AR., or Knoxville, TN. 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. SUMMARY 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 detail 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. Education and/or
Work Experience Requirements: Overall core competencies include:
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. Preferred Qualifications: 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. Physical Requirements:
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 Must be able to talk, listen and
speak clearly on telephone Hours: Monday - Friday 9:00 AM – 6:00 PM
CST / 10:00 AM – 7:00 PM EST About Us First Horizon Corporation is
a leading regional financial services company, dedicated to helping
our clients, communities and associates unlock their full potential
with capital and counsel. Headquartered in Memphis, TN, the banking
subsidiary First Horizon Bank operates in 12 states across the
southern U.S. The Company and its subsidiaries offer commercial,
private banking, consumer, small business, wealth and trust
management, retail brokerage, capital markets, fixed income, and
mortgage banking services. First Horizon has been recognized as one
of the nations best employers by Fortune and Forbes magazines and a
Top 10 Most Reputable U.S. Bank. More information is available at
www.FirstHorizon.com. Benefit Highlights • 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
Equal Opportunity Employer/Protected Veterans/Individuals with
Disabilities This employer is required to notify all applicants of
their rights pursuant to federal employment laws. For further
information, please review the Know Your Rights notice from the
Department of Labor.
Keywords: First Horizon, Knoxville , Digital Banking Specialist, IT / Software / Systems , Knoxville, Tennessee
