What are the responsibilities and job description for the Contact Center Systems Coordinator position at First Horizon?
Location: Onsite at location in job posting.
Position Overview:
The Contact Center Banking Systems Coordinator supports the Infrastructure and Communications Manager in partnering with business unit managers within Contact Center Banking, enterprise technology teams, and system product owners to ensure system requirements align with business objectives of Contact Center Banking.
Essential Duties and Responsibilities:
- Act as the primary Contact Center representative for key enterprise systems, ensuring alignment and business objectives.
- Partner with technology teams and system product owners to communicate Contact Center business priorities, influence system enhancements, and track progress.
- Coordinate and execute User Acceptance Testing (UAT) ensuring system changes meet business requirements.
- Gather and analyze feedback from business users to identify pain points and opportunities for improvements.
- Monitor system performance, troubleshoot issues, and liaise with technology partners for resolutions and system enhancements at the line of business level.
- Understand, communicate, and support documentation of the Business, Functional, and Non-Functional Requirements that fulfill the needs of the Business.
- Work in collaboration with the Product Owners to effectively evaluate feature value, technical dependencies, risk, and effort to support Program Increment (PI) and sprint planning efforts.
- Support and maintain documentation on business requirements, testing, and system enhancements to be shared with line of business leaders.
- Effectively communicate system updates and impacts to Contact Center Banking leadership.
- Accountable for managing assigned tasks and providing requirements/updates regarding project completion, scope completion, and achieving expected project results.
- Provide analytical and strategic support with process and/or system enhancements.
- Provide support to drive solutions that meet business intent.
- Utilize business analysis, process methodology, and best practices as primary drivers for solution design.
- Partner with other lines of business to identify areas of opportunity for improvement and process gaps, and implement improvements to increase banker efficiency.
Job Qualification / Requirements:
- Excellent verbal and writing skills with emphasis on proper grammar and ability to concisely summarize facts and actions; communicating ideas, concepts, and positions to internal business partners, vendor partners, and external customers.
- Strong cognitive skills to identify problems and recognize solutions with the ability to evaluate and weigh financial risk to the Bank.
- Ability to synthesize data.
- In-depth knowledge of Contact Center banking processes and functions.
- Understanding of regulatory environment and implications.
- Passion for customer experience and providing great service.
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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