Card Claim Center Representative

First Horizon National Corp. Knoxville , TN 37902

Posted 1 week ago

Job Description:

First Horizon's Card Claim Center serves as the primary point of contact for consumer and small business credit and debit card customers throughout the process of fraud and dispute claims. Card Claim Representatives are customer obsessed and communicate effectively and efficiently to deliver a seamless customer experience.

Essential Duties and Responsibilities:

The Card Claim Center representative is responsible for receiving and resolving customer disputes and fraud claims to include:

  • Assisting/communicating with customers through the claims processes.

  • Completing necessary adjustments to customer accounts.

  • Researching transactions and rendering informed claim decisions.

  • Submitting chargebacks for processing with associations.

  • Preparing customer notifications.

  • Meeting required regulatory deadlines as it relates to claim processing.

  • Quickly answer customer inquiries in a friendly and courteous manner.

  • Deliver exceptional service to our customer by going out of the way to resolve their issues / concerns.

  • Meet and/or exceed established team goals for quality and productivity

Education and/or Work Experience Requirements:

Overall core competencies include:

  • Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

  • Problem solving ability, and customer advocacy and/or voice of the customer strategy experience

  • Strong computer skills and the ability to utilize multiple computer applications simultaneously

  • Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information

  • High school diploma or equivalent

  • 2+ year of customer service experience

  • Passion for customer experience and for assisting internal/external customers

Preferred Qualifications:

  • Associate or Bachelor degree

  • Contact Center experience

  • General banking industry business knowledge

  • Bilingual in English and Spanish - ability to read write and speak both languages without limitation or assistance

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

Work Hours:

  • Monday thru Friday 9:30am thru 6:00pm

  • Scheduled 40 hours per week

  • Precise Hours To Be Determined (TBD)


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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Card Claim Center Representative

First Horizon National Corp.