This position can be located in Birmingham, Dallas and Miami
This position is responsible for receiving inbound Remote Deposit Capture (RDC) calls and assisting clients with the use of the service while seamlessly creating a high level of customer satisfaction across both the Treasury Management and Retail customer base. This includes effectively managing customer issues identified in the production environment and ensuring all technical support needs are addressed in a timely fashion. Specialist must be able to communicate with clients in a clear, professional and articulate manner. Specialist must be committed to timely resolution of simple and complex problems by using good judgment and applying integrative thinking skills. Specialists must be well educated on the features and functionality of RDC. Specialists are responsible for supporting Treasury Management Sales and Product team members as well as Retail partners.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Take incoming calls to fulfill servicing requests and provide technical assistance.
Build rapport and deepen client relationships by resolving issues on the first call
Maintain an advanced knowledge of RDC tools and services from both an end-user and technical perspective
Present needs based product recommendations to deepen the banking relationship
Stay abreast of all changes, developments and enhancements for all systems and products
Ensure all audit and security policies and procedures are followed in accordance with Bank policies and Federal regulations
Navigate effectively and efficiently through multiple systems
Possess and demonstrate a high level of professionalism
Communicate in a clear, concise and professional manner
Provide client focused solutions while being compliant with bank Policies and Procedures
Partner with other departments within the organization to fulfill client requests
Work closely with Treasury Management Sales, Product and Implementation groups
Track client issues to identify product and process improvements or clients at risk due to frequent problems
Provide customer training and support on the use of RDC
Other duties and projects as assigned
No supervisory responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Bachelor's degree (BA/BS) from four-year college or university and one to two years related experience and/or training; equivalent combination of education and experience may be substituted for four-year degree. Excellent written and verbal communication skills, including telephone skills; strong interpersonal skills with managing technical issues. Knowledge of commercial banking products, including Treasury Management products and services. Strong commitment to client satisfaction.
CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc.)
CTP, CCM or AAP preferred.
First Horizon National Corp.