Default Servicing Phone Agent
First Horizon Bank
Default Servicing Phone Agent
First Horizon Bank
Posted 3 months ago
Full Time
Knoxville, Tennessee
In Person
Smart Summary
Responsibilities
The agent is responsible for contacting past due customers across various loan and account types to negotiate and facilitate repayment schedules. They must document all interactions in the collection system and escalate complex issues as necessary.
Qualifications
You have excellent computer skills with proficiency in email and Microsoft Office, along with strong verbal and written communication abilities. You are able to evaluate situations and make appropriate business decisions in a team environment. A high school diploma or equivalent is required for this role.
Must Have Skills for ATS
Microsoft Office
Job Description
Location: On site at location listed in job posting.
Hours / Location: Monday-Friday, 9:30 AM – 6:00 PM EST. Average 40 hours per week.
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 Default Servicing Phone Agent is responsible for contacting past due customers on consumer checking accounts, credit cards, loans, lines of credit, real estate loans, and home equity lines of credit (HELOCs).
We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.
Essential Duties and Responsibilities:
- Negotiates and facilitates loan payment schedules for customers.
- Follows up on loan repayment agreements.
- Analyzes and determines future disposition of customer’s account.
- Verifies and documents all applicable information into collection system.
- Attempts to negotiate payments via expedited payment methods.
- Handles all situations in a professional, ethical manner.
- Escalates special situations or problems, as necessary.
- Other duties as assigned.
Abilities:
- Ability to evaluate situations and make appropriate business decisions
- Ability to work in contact center environment, to include wearing a headset
Skills:
- Excellent computer skills with strong knowledge of email and Microsoft Office
- Strong verbal and written communication skills
- Attention to detail and ability to identify potential issues
Education and/or Work Experience Requirements:
- High school diploma or equivalent required.
- Bilingual (English/Spanish) a plus – ability to communicate proficiently in both English and Spanish
Physical Requirements:
- Basic keyboarding or other repetitive motions
- Lifting/pushing objects
- Must be able to talk, listen and speak clearly on telephone
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standard, including meeting qualitative and/or quantitative productivity standards.
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 nation's 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
First Horizon Bank
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