Senior Digital Banking Specialist

Location: On site at location listed in job posting. 

Position Overview:

The Digital Technology Support Representative will receive Digital Money Movement Limit requests, which includes Zelle, External Account-to-Account (A2A) Transfers, Mobile Deposits, and Bill Pay. Ensuring that the submitter has provided all the necessary information needed to effectively review and decision the request, and additional information is not needed to understand the need/request.

This position will also support Digital Technology Support requests. As a Digital Technology Support Representative, you will be the second and final point of contact to handle all technical issues for Retail/SMB Online Banking and Retail/SMB Mobile Banking. The primary duty of this position is to resolve customer issues and to support other Digital Technology associates with complex issues that may arise. Mastering the ability to problem solve using their knowledge of the system, proven research techniques and utilizing IT resources that are available. Responsible for developing/testing solutions for Quicken & QuickBooks. Report design, reliability, and navigational problems to the appropriate technology team and communicating proven workaround solutions with other DTS team members and management.

This position will serve as backup for reviewing the Fraud Information Forms (FIFs) for suspicious activity, identity theft and potential case referrals while minimizing potential fraud risk. Based on review of the facts presented (information received after consultation with the reporting party, customer, and available transaction/customer information) research, develop and complete required documentation.

Essential Duties and Responsibilities:

The Senior Digital Technology Associate is the true voice of the client and are at the forefront of delivering a superior experience to our clients.  The Senior Digital Technology Associate must be able to effectively communicate with Account Officers and/Market Leaders. Properly track and report on limit increase decisions made monthly.

This position will be responsible for providing:
1) Best in class service to our internal and external customers in an accurate, efficient, and professional manner.
2) Technical solutions to a wide range of problems.
3) Support of applications using computer and network systems and support to users of all skill levels where the product is highly technical or sophisticated in nature.
4) Support for banking online and mobile banking to Banking Online users, vendors, and employees.
5) Liaise with internal IT groups and external vendors regarding decision support system maintenance.
6) Submit and track incidents with vendors for Production issues.
7) All tasks involved in new version implementations.
8) Excellent written and oral communication skills.
9) Effectively make limit increase decisions.
10) Accurate tracking / reporting.

This candidate must be skilled to:
1) Define and document all technical support procedures.
2) Proactively identify and suggest product and/or process improvements to increase efficiency.
3) Monitors existing applications making recommendations for improved performance and service to the application user.
4) Allow him/her to straddle both customer service and technical support areas.
5) Diagnose and answer complex problems related to ISP/internet and network connectivity and related software.
6) Provide solutions to difficult technical issues associated with specific products.
7) Identify error source and resolution, troubleshoot problems, research and analyze situations, and make appropriate recommendations and decisions.
8) Identify appropriate direction of escalated issues, communicate effectively, maintain Escalation records and insure up to date status.
9) Document and maintain a comprehensive list of Technical Support issues and resolutions within a database.
10) Ensure quality and productivity is achieved.
11) Continuously builds knowledge, keeping up-to-date on technological aspects of the job and changing technical demands.

Overall core competencies include:

• Working knowledge of Online and Mobile Banking Products and Services.
  • Good working knowledge of Android, Apple, and Mobile devices
  • Proficient understanding of PC operating systems and a strong knowledge of major Web browsers.
  • Proficient understanding of First Horizon legacy systems and systems of record.
  • Has high dependability and follow-through without supervision
  • Demonstrated ability to manage priorities.
  • Ability to work with internal stakeholders and external vendors.
  • Excellent written, verbal, and telephone communication skills.
  • Excellent analytical and troubleshooting skills.
  • Knowledge of Networking (TCP/IP, DNS), Troubleshooting client/server technical issues.
  • Log issues received from customers via phone and email in trouble ticket tracking application
  • Take ownership of the issue from initial call to resolution and closure.

HOURS:

40 hour work week - Monday – Saturday between the hours 8:00 AM ET – 8:00 PM ET.

 Preferred Qualifications:

• High school diploma required for consideration
• BA, BS degree or equivalent preferred
• Two (2) to three (3) years of experience in bank product service/operations.
• One (1) to two (2) years of experience with Help Desk or equivalent technical support role.
• Experience with online banking products, and mobile devices.

About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. 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.

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

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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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)