Customer Solutions Representative - Fulfillment Operations

Customer Solutions Representative - Fulfillment Operations

Job Category: Customer Service

Requisition Number: CUSTO
015297

• Posted:
  November 18, 2025
• Full-Time
• On-site

Showing 1 location

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.

The Customer Solution representative will be the escalation point to solve complex problems that are reported by customers and regulatory agencies and to communicate the progress of the solution to the reporting employee, regulatory agencies, and/or affected customer.

The representative is responsible for ensuring all escalated customers and regulatory inquiries are resolved timely and efficiently to meet the highest service quality standards. The representative will fully track solutions and related communication activities and retain critical information concerning customer inquiries. The representative should be able to foresee, project, and recommend solutions to potential problems as well as identify broad impact issues within the company and work with all departmental management to prevent situations which cause negative customer relations.

Communication - 45% of the job

• Effectively communicate (written and verbal) with internal work groups to resolve problems within established service levels
• Regularly communicate (written and verbal) with customers to obtain required information, set expectation for next contact and continue follow up with the customer until final resolution is determined
• Raise awareness of customer issues that may exceed service level
• Update submitters/regulators of progress towards and completion of customer inquiries
• Communicate recurring issues as appropriate

Issue Management - 45% of the job

• Self-directed to solve escalated customer problems and select appropriate solution path based on issue information
• Obtain additional information if required to define issue
  
  Document all activities and communications in issue management system
• Identify root cause of customer issue and recommend appropriate solution
• Able to manage multiple issues and ensure resolutions are resolved within service levels

Additional Responsibilities and Process Improvement – 10% of the job

• Identify opportunities and provide feedback relating to continuous company/department improvement
• Works effectively as a team member
• Demonstrates First power in attitude and relationships

• Excellent written and verbal skills
• Ability to manage multiple problems effectively
• Knowledge of bank products and systems
• Ability to analyze problems, identify trends and recommend solutions
• Interpersonal skills to work with various levels of management and difficult customers

• Two to three years’ experience in bank product service/operations.
• BA, BS degree or equivalent in experience
• Experience with banking products and systems
• Two years' experience written and verbal direct customer communications

First Horizon Corporation 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, and mortgage banking 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. More information is available at

• 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 –

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.