First Horizon Client Services - Site Leader

SUMMARY

The site leader is responsible for tactical execution of FHCS operations strategy. This role drives client and associate satisfaction and retention by optimizing the performance of the client services team. This leader is expected to collaborate with other site leaders and line of business managers across the contact center banking organization, recognizing the First Horizon purpose to ‘help our clients unlock their full potential with capital and counsel.’

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Foster our FirstPower culture where associates can grow, make an impact and are empowered to bring innovative ideas.
• Provide leadership, mentorship, and development opportunities for the Client Service team.
• Lead, coach, motivate, and develop front-line leadership. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Provide seamless support, timely responses and promote consistent delivery across multiple sites.
• Analyze team service trends to identify training opportunities, process improvement and ensure feedback / coaching is delivered to promote growth and success.
• Set clear performance expectations and manage accountability.
• Perform to operational goals, processes and meet SL expectations to optimize client satisfaction and overall experience.
• Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards.
• Lead site-level oversight of fraud loss performance, partnering with operations teams to monitor associate driven loss trends, support controls and drive accountability for fraud mitigation.
• Participate in day-to-day activities to ensure customer expectations are met.

SUPERVISORY RESPONSIBILITIES

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and / or abilities required in this position :

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 states across the southern 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 nation's best employers by Fortune and Forbes magazines and a Top Most Reputable Bank. More information is available at .

Benefit Highlights