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Business Service Center Agent - Knoxville

Company: First Horizon Bank
Location: Knoxville
Posted on: October 11, 2021

Job Description:

 

  • Pay up to $17/hr
  • $1,500 signing bonus, half after 3 months and half after 6 months
  • Seeking entry level and experienced people
  • See what it's like: click the link or paste into address bar: https://vimeo.com/583581095/0f3bc58294

 

The Business Service Center Agent will answer client inquiries on bank products, services, accounts, and policies; promotes cross-selling, researches and corrects account discrepancies. Respond to a high volume of telephone inquiries. Handle calls from external clients and internal business partners of the most complex nature, answers staff questions and takes escalated calls. Responsibilities include completing basic client requests and routing requests as appropriate.

Updating appropriate system with each interaction. Completes these duties within the Business Service Center’s service level agreements (SLAs) and commitment to customer service. Pro-actively interacts and collaborates with internal business partners to ensure customer service requests are understood and met. Ensures compliance with established bank policies, guidelines and regulatory requirements. Utilizes independence in solving problems and making decisions. Works within established guidelines, with complex or unusual situations being discussed with manager. Ensures duties are carried out in an efficient and cost effective manner. Efforts are focused on achieving maximum customer service.


Duties and Responsibilities/Key Activities:

  • Assists clients with questions and provides answers, referrals or solutions.
  • Follows up with clients to ensure problems are solved.
  • Monitors work queues and completes assigned tasks within SLAs.
  • Maintains open communication with internal business partners and Product Managers.
  • Other duties as assigned


Policy/Guidelines/Regulations/Laws/Compliance/Audit/Legal/Product:

  • Thorough understanding of all business products
  • Knowledge of procedures
  • Chooses courses of action or makes decisions that are consistent with policies, procedures, and rules


Customer Service:

  • Fosters a positive working environment
  • Functions as a collaborator with an extension of the market supported
  • Provides guidance and support to internal business partners in order to meet the needs of external customers.
  • Able to coach internal business partners on all business processes, products and requirements, including terms, fees, application process and related functions.
  • Provides timely, complete and accurate response to inquiries.
  • Continually searches for ways to improve customer service and remove barriers.
  • Addresses client needs by involving the right people at the right time
  • Demonstrates a strong sense of ownership and a commitment to achieving meaningful results
  • Demonstrates a can-do spirit, a sense of optimism, ownership and commitment
  • Projects a positive image, acknowledges others efforts and accomplishments, exerts extra effort and a personal commitment to work
  • Tailors communication style and content to the audience.
  • Handles all situations in a professional, ethical manner.
  • Escalates special situations or problems as necessary.


Productivity:

  • Ensures all goals and departmental service standards (SLAs) are met.
  • Tracks, logs and provides daily, weekly, monthly, quarterly reporting of production statistics as defined by management.
  • Meets productivity goals in times of fluctuating volumes.
  • Consistently meets quality control and data integrity standards.
  • Effectively utilizes available tools


Work Hours:

  • Monday thru Friday 
  • Average 40 hours per week within operating hours of 8 AM - 7 PM


Education and Experience

  • At least a high school diploma or equivalent
  • In experienced candidates: at least 2 years of related call center experience or an equivalent combination of education, training, and experience
  • Positive attitude, professional demeanor, passion for helping, and a continuous improvement focus


Knowledge/Skills/Abilities/Training/Systems

  • Subject matter expertise in most business products; proficiency in ACH & Business Credit Cards
  • Be proficient in 10+ business products
  • Strong time management and organizational skills evidenced in previous assignments
  • Thorough knowledge of Microsoft products and keyboarding skills
  • Self-starter, works with minimal direction
  • Strong verbal and written communication skills
  • Interpersonal skills and team orientation
  • Service orientation
  • Ability to meet deadlines

 

Compensation and Benefits for Full-Time Associates
We offer career growth and a competitive Total Rewards Package including:

  • Health, dental and vision coverage for different individual and family needs
  • Company provided dollars to help pay for benefit premiums
  • Health Savings Account with the ability to earn company contributions
  • Flexible Spending Accounts for healthcare and dependent care
  • 401(k) employer match up to 6%
  • Generous paid time off for vacation and holidays
  • Life, accident, and disability insurance
  • Wellness programs, platforms and incentives
  • Medical Decision Support
  • Paid short and long-term disability leave
  • Employee Assistance Program
  • Tuition Reimbursement
  • Adoption Assistance
  • Associate Relief Fund
  • Associate Recognition programs
  • Vacation Donation Program
  • Payday every other Friday
  • Corporate Mentorship Program

#INDKK

Keywords: First Horizon Bank, Knoxville , Business Service Center Agent - Knoxville, Other , Knoxville, Tennessee

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