Collector Sr.

If hired, you are eligible for $1,500 signing bonus. $500 is payable after 30 days, $500 after 90 days and $500 after 120 days of employment. 

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.

Working with our business customers, the Small Business Collection Agent reaches out on delinquent accounts to notify the customer and negotiate and facilitate loan payment schedules.  The Small Business Collection Agent conducts detailed reviews of business accounts and articulates options to customers, taking responsibility for each interaction.

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:

• Serve as the voice and personality behind the First Horizon Bank brand, providing quality customer service with each and every client interaction, meeting the promise of being the best at serving our customers, one opportunity at a time.
• Take ownership of every client experience.
• Effective call interaction identifying opportunities to better assist customers, including review and discussion of past due account detail.
• Conduct detailed review of account (past payment history, patterns, address changes, etc) and articulate to customers.
• Analyze and determine future disposition of customer’s account.
• Negotiate and facilitate loan payment schedules for customers.
• Follow up on loan repayment arrangements.
• Negotiate payments via expedited payment methods (pay by phone).
• Be available for inbound calls; answer telephones using appropriate etiquette, following documented privacy procedures.
• Utilize good judgment and understanding of company policy to effectively make decisions to resolve client issues.
• Accurately complete and maintain customer account records.
• Identify Red Flags (customers in need of loss mitigation or other assistance) or other legal statuses requiring escalation and refer to appropriate internal departments.
• Verify and document all applicable information into appropriate bank account management systems.
• Develop and maintain positive working relationships with others; support team to reach departmental goals.
• Achieve monthly individual and team based targeted performance goals.
• Ability to recognize and review total customer relationship.
• Ability to perform administrative functions as required.

Education and/or Work Experience Requirements:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must have excellent people-management and leadership skills
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Must have ability to multi-task and manage multiple processes
• High school diploma required, Bachelor’s degree preferred
• 1-2 years of experience required, 2-4 years of experience preferred

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