Job Description:

JOB DESCRIPTION

The purpose of the Small Business Collection Agent is to contact delinquent customers to negotiate and facilitate loan payment schedules

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

Work Hours:

Monday thru Friday from 9:30 am to 6:00 pm

#LI-SL1

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)

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