Digital Banking Operations Specialist

About Us
First Horizon Corp. (NYSE: FHN), with approximately $90 billion in assets, 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, mortgage, and title insurance 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.

Job Summary & Responsibilities: 

This resource will be part of the Retail Digital Banking Group’s Operations Team, reporting to the SVP, Risk & Operations Manager, for the Group.  This team member will perform various daily production support activities ranging from reviewing and processing exceptions, supporting access management reviews, various types of testing, data analysis, information tracking, responding to group mailbox items, and more.  This resource will be expected to develop a broad and deep knowledge base of the online/mobile banking systems, products, services, and related processes, and use that knowledge to eventually assume broader support activities that extend to three groups of constituencies – the extended Retail Digital Banking Group, regional banking stakeholders including key support partners and client-facing associates, and to some degree bank customers. 

Key responsibilities will include, but are not limited to:

• Fulfillment of various daily support requests coming from bankers, and in some cases clients.
• Support daily system access request handling and periodic access reviews.
• Become knowledgeable on the core Retail Digital Banking platform and related systems or services.
• Perform various system, process, and control testing activities.
• Perform research, data analysis, information/performance tracking, and other business analyst activities.
• Serve as a backup for the Digital Banking Transaction Processing Team that supports mobile deposit reviews, bill payment servicing requests, fraud claims, and daily settlement activities.
• Serve as a liaison to key regional bank support partners that provide direct support to client-facing associates related to online/mobile banking and assist with timely research and response to questions or requests for clarifications or guidance.
• This role will be responsible for certain recurring tasks with various frequencies, but a portion of the responsibilities will involve ad hoc activities.
• Review certain monitoring reports and determine the most appropriate action to take and facilitate such.
• Preparation of meeting notes, written analysis, metrics, and other reporting for management may be necessary at times.
• Assist with internal and external audit preparations, as well as periodic risk assessments, and quality control activities.
• Advise departmental management on opportunities, risks, concerns, and other operational matters.

Requirements: 

•  Strong analytical skills including the ability to think critically, assess information and scenarios for potential risks or impacts to clients and bank, and react/respond appropriately.      
• Must be a self-starter, highly motivated to learn and demonstrate ownership of role, and able to execute without constant supervision.
• Must have a problem solver and results oriented mindset, and a drive for delivering high-quality results in an efficient manner.   
•  Must be able to successfully manage a comprehensive task list or book of assignments daily while staying in alignment with the macro/big picture goals. Must work well under pressure and have proven organization, prioritization, and time management skills.   
• Ability to manage to procedures and performance metrics, including the ability to inform tuning or creation of procedures or metrics, and the ability to adjust performance based on data insights and metrics.
• Strong listening and communication skills, ability to verbally convey clear ideas/information, and prepares sound written materials (e.g., emails, procedures, etc.).
• Strong business acumen and professionalism, along with strong personal leadership competencies and the ability to negotiate and influence others when asserting ideas, recommendations, etc.  
• At least 3 years in retail banking or financial services; at least 2 years on an internet/mobile/virtual banking team or a related support role, or in a project management or business systems analyst role.
• Bachelor’s degree in a business-related field.
• High proficiency with MS-Office software products and online/mobile banking related apps.

 Preferred Skills:

• At least 5 years in retail banking or financial services, with some customer service experience directly or indirectly through banking operations or support roles.
• Experience with process mapping or developing and maintaining process and procedure documentation.
• Strong knowledge of retail banking regulatory compliance requirements or guidance pertaining to electronic payments, disclosures, privacy, consumer protections, etc.

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

Follow Us
Facebook -- facebook.com/FirstHorizonBank
Twitter -- twitter.com/FirstHorizonBnk
LinkedIn -- linkedin.com/company/first-horizon-bank
Instagram -- instagram.com/first_horizon
YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q

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.