Claim Center Coach and Performance Manager

Location: On site in Maryville, TN

Position Overview:

The position manages the performance of Claim Center associates who are challenged to provide an elite level of service to the bank’s clients.  This includes, but is not limited to, ensuring quality and productivity goals are met.  This leader oversees direct support staff who handle adjudication of various types of fraud and dispute claims.   Direct report associates are responsible for claims processes, which include fact gathering, investigation, direct client contact, and actions for resolution to ensure necessary regulatory expectations are maintained. 

The leader supports and leads the team ensuring policies, procedures, and other efforts designed to effectively resolve client claims are adhered to without fail.  They are also responsible for schedule adherence, employee conduct, and team performance goals.

He/she will monitor communications with clients and internal business partners for timeliness and quality, providing effective feedback to individuals and teams to shape behavior and results; coaches, develops, mentors, and expands the expertise of the Claim center associates to enable them to deliver a stellar client experience at the point of contact.

Maintains a highly knowledgeable, competent, and technology-literate team. Displays a personal example of professional conduct and commitment to associates and First Horizon.

Essential Duties and Responsibilities:

• Manages to policies/procedures to limit financial risk & improve productivity.
• Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained.
• Manages escalated client issues that are not resolved at the agent level.
• Measures timeliness and effectiveness of associate actions and communications (written and verbal).
• Coordinates with WFM, as needed, to ensure daily staffing meets business needs and is prepared to address as changes occur.
• Monitors work queues, assigns daily work, and verifies completion to achieve service level standards.
• Coaches team members to achieve individual goals.
• Monitors, evaluates, and reports daily team and individual performance statistics to train and coach employees.
• Conducts side by side coaching sessions, monthly scorecard reviews, identifies employee training and development needs, and reports concerns to Manager.
• Monitors team member attendance and adherence and provides feedback as required.
• Rewards team member performance or takes corrective action as needed.
• Effectively manages multiple escalated issues, setting appropriate priority.
• Identifies opportunities and provides feedback relating to continuous department improvement.
• Demonstrates critical thinking skills, ability to accurately analyze information, make sound decisions, and articulate to leader.
• Maintains professionalism, sense of urgency, accountability, initiative, and a strong work ethic.
• Communicates professionally and effectively with all levels of staff, and business partners, both written and verbally.

Education and/or Work Experience Requirements:  

• Experience creating, leading, and growing client-focused, high performance, metric-driven, service-oriented cultures.
• Problem solving ability, and client advocacy and/or voice of the client strategy experience.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external client.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must have excellent people-management and leadership skills.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary client service.
• Must have ability to manage multiple processes and be a change agent.
• College Graduate preferred or equivalent, three to five years’ experience in bank product service/operations and management.

Physical Requirements:

• Ability to perform the essential job functions consistent safely and successfully 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.

About Us
First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, 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 www.FirstHorizon.com.

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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