Job Description

Location: On site at location listed in job posting.

First Horizon's Card Claim Center serves as the primary point of contact for consumer and small business credit and debit card customers throughout the process of fraud and dispute claims. Card Claim Investigators are customer obsessed and communicate effectively and efficiently to deliver a seamless customer experience.

This position is responsible for the review, research and follow-through of cases, maintenance functions and data analysis for operational issues and support and to ensure compliance policies, procedures, regulatory and risk requirements as related to the Card and/or Zelle electronic transactions. Incumbents are responsible to provide quality, accurate and timely customer service involving daily processing of financial transactions. This position requires that the individual handle extremely complex issues and process current knowledge of specific financial products or regulations, Reg E, Reg. Z etc.

The Card Claim Center Investigator is responsible for receiving and resolving customer disputes and fraud claims to include:

• Delivering exceptional service to our customer by going out of the way to resolve their issues / concerns.
• Meeting and/or exceeding established team goals for quality and productivity.
• Effective verbal and written communication with both internal and external customers on complex issues.
• Conducting phone interviews with customers and/or external agencies to obtain information critical to determine First Horizon's liability and risk exposure.

• Carrying out specialized research to resolve problems.

• Preparing and ensuring customer notifications are sent within applicable regulatory requirements.
• Completes routine reports and documents appropriate case files.
• Swiftly answers customer inquiries in a friendly and courteous manner.
• Completing necessary adjustments to customer accounts.
• Researching transactions and rendering informed claim decisions.
• Identifying recoverable transactions and initiating merchant chargebacks.
• Swiftly answers customer inquiries in a friendly and courteous manner.

Overall core competencies include:

• Passion for customer experience and for assisting internal/external customers
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Problem solving ability, and customer advocacy and/or voice of the customer strategy experience.
• Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information.
• Demonstrated ability to define problems, collect data, establish facts, work with variables in standardized and diverse situations and draw valid conclusions.

• Ability to understand and carry out instructions furnished in written, oral, or diagram form.

• Demonstrated ability to effectively organize work load and work area; ability to effectively assess priorities.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Strong computer skills and the ability to utilize multiple computer applications simultaneously.
• High school diploma or equivalent
• 2+ year of customer service experience

Work Hours:

• Monday thru Friday 7:00am - 6:00pm

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)

Associated topics: adjuster, automobile, claim adjuster, claim examiner, fraud, insurance, insurance adjuster, insurance investigator, liability adjuster, title examiner

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