Digital Banking Specialist - Knoxville, Little Rock, or Memphis

First Horizon Bank
Little rock, AR
28 Apr 2024

Vacancy expired!

The Digital Technology Support Representative will be the second and final point of contact to handle all technical issues for Retail Online Banking and Retail Mobile Banking. The primary duty of this position is to resolve customer issues that are not due to a system problem. Problem solving will be performed using techniques and procedures to include consulting with users to determine hardware and software or system functional specifications. Responsible for developing and using workarounds for user problems, Quicken & QuickBooks for both Windows and MAC. Report design, reliability, and navigational problems to the appropriate technology team and/or appropriate vendor & provide sufficient incident detail to assist technology in isolating and reproducing issues.

Locations: Knoxville, TN, Little Rock, AR, or Memphis, TN

Essential Duties and Responsibilities:

The Digital Technology Associate is the true voice of the client and are at the forefront of delivering a superior experience to our clients. The Digital Technology Associate works both individually and in a team environment to ensure clients’ digital banking needs are recognized and efficiently met. Every client interaction is considered an opportunity to deepen the bank/client relationships while delivering on First Horizon’s brand promise of Understanding in Action:

This position will be responsible for providing:1) World-class service to our internal and external customers in an accurate, efficient, and professional manner.2) Technical solutions to a wide range of problems.3) Support of applications using computer and network systems and support to users of all skill levels where the product is highly technical or sophisticated in nature.4) Support for banking online and mobile banking to Banking Online users, vendors, and employees.5) Liaise with internal IT groups and external vendors regarding decision support system maintenance.6) Submit and track incidents with vendors for Production issues.7) All tasks involved in new version implementations.8) Complex Network Troubleshooting.

This person must be skilled to:1) Define and document all technical support procedures.2) Proactively identify and suggest product and/or process improvements to increase efficiency.3) Monitors existing applications making recommendations for improved performance and service to the application user.4) Allow him/her to straddle both customer service and technical support areas.5) Diagnose and answer complex problems related to ISP/internet and network connectivity and related software.6) Provide solutions to difficult technical issues associated with specific products.7) Identify error source and resolution, troubleshoot problems, research and analyze situations, and make appropriate recommendations and decisions.8) Identify appropriate direction of escalated issues, communicate effectively, maintain Escalation records and insure up to date status.9) Document and maintain a comprehensive list of Technical Support issues and resolutions within a database.10) Ensure quality and productivity is achieved.11) Continuously builds knowledge, keeping up-to-date on technological aspects of the job and changing technical demands.

Education and/or Work Experience Requirements:

Overall core competencies include:

  • Working knowledge of Online and Mobile Banking Products and Services. Good working knowledge of Android, Apple, and Mobile devices Proficient understanding of PC operating systems and a strong knowledge of major Web browsers. Proficient understanding of First Horizon legacy systems and systems of record. Has high dependability and follow-through without supervision Demonstrated ability to manage priorities. Ability to work with internal stakeholders and external vendors. Excellent written, verbal, and telephone communication skills. Excellent analytical and troubleshooting skills. Knowledge of Networking (TCP/IP, DNS), Troubleshooting client/server technical issues. Log issues received from customers via phone and email in trouble ticket tracking application Take ownership of the issue from initial call to resolution and closure.

HOURS:

Monday – Friday shifts start from 9:00 am – 6:00 pm. CST, 10:00 am – 7:00 pm EST

Preferred Qualifications:

High school diploma required for considerationBA, BS degree or equivalent preferredTwo (2) to three (3) years of experience in bank product service/operations.One (1) to two (2) years of experience with Help Desk or equivalent technical support role.Experience with online banking products, and mobile devices

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

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)