SPOC and Small Business Collections Manager at First Horizon National Corporation in Knoxville, TN

Location: On site at location listed in job posting.

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:

Supervise the day-to-day activities of multiple Credit Operations functions and/or technical processes ensuring that the work meets high standards for quality and customer service and protects the loan assets of the bank.

Manages and coordinates the daily operations of the Small Business Collection agents working with our business customers. The Small Business Collection agents reach 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.

Manages and coordinates the daily operations of the SPOC (Single Point of Contact) Team located within DSC. The SPOC Supervisor is responsible for managing SPOC activities regarding consumer real estate accounts in accordance with Bank and legal guidelines, including related state and federal regulations. This position is aligned with the routine outbound calling process and frequently requires providing guidance on non-routine situations. Ensures attainment of individual, department and Bank wide goals and utilizing various systems and methods. In addition, this person manages a process to ensure compliance with FFIEC and OCC required charge off policies for all First Horizon's consumer loan products.

This position is also responsible for providing supervisory support to our Collections and Recovery teams to include evening and/or weekend shift coverage, reporting reviews, escalation calls and issue resolution. Additionally, it includes consulting and collaborating with DSC management, providing input to tactical planning and participating in departmental projects that ensure unit contingency planning and regulatory compliance.

Essential Duties and Responsibilities:

Ensures adherence to all policies and procedures and assists staff on problems, exceptions, adjustments, and compliance.

Develops in-depth knowledge of credit products and services; may have client contact and prepare and mail follow up letters and referrals.

Contacts customers to request payment of delinquent accounts and arranges an acceptable payment program.

Reviews credit and other available information on delinquent or high balance accounts and evaluates prospects for collection of delinquent amounts

Performs all other duties as assigned

Supervisory Responsibilities

Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws.

Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:

Bachelor’s Degree and 4-6 years of experience or equivalent combination of education and experience

Hours:

4 Days - 8:30 AM - 5:00 PM

1 Day - 9:30 AM - 6:00 PM

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.

Follow Us:
Facebook
X formerly Twitter
LinkedIn
Instagram
YouTube
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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)