Card Claim Investigator- Knoxville TN

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Description:
**Description**
First Horizons Card Claim Center serves as the primary point of contact for consumer and small business credit and debit card customers throughout the process of fraud and dispute claims. Card Claim Investigators are customer obsessed and communicate effectively and efficiently to deliver a seamless customer experience.
This position is responsible for the review, research and follow-through of cases, maintenance functions and data analysis for operational issues and support and to ensure compliance policies, procedures, regulatory and risk requirements as related to the Card and/or Zelle electronic transactions. Incumbents are responsible to provide quality, accurate and timely customer service involving daily processing of financial transactions. This position requires that the individual handle extremely complex issues and process current knowledge of specific financial products or regulations, Reg E, Reg. Z etc.
The Card Claim Center Investigator is responsible for receiving and resolving customer disputes and fraud claims to include:
Delivering exceptional service to our customer by going out of the way to resolve their issues / concerns.
Meeting and/or exceeding established team goals for quality and productivity.
Effective verbal and written communication with both internal and external customers on complex issues.
Conducting phone interviews with customers and/or external agencies to obtain information critical to determine First Horizons liability and risk exposure.
Carrying out specialized research to resolve problems.
Preparing and ensuring customer notifications are sent within applicable regulatory requirements.
Completes routine reports and documents appropriate case files.
Swiftly answers customer inquiries in a friendly and courteous manner.
Completing necessary adjustments to customer accounts.
Researching transactions and rendering informed claim decisions.
Identifying recoverable transactions and initiating merchant chargebacks.
Swiftly answers customer inquiries in a friendly and courteous manner.
**Overall core competencies include:**
Passion for customer experience and for assisting internal/external customers
Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation
Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
Problem solving ability, and customer advocacy and/or voice of the customer strategy experience.
Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information.
Demonstrated ability to define problems, collect data, establish facts, work with variables in standardized and diverse situations and draw valid conclusions.
Ability to understand and carry out instructions furnished in written, oral, or diagram form.
Demonstrated ability to effectively organize work load and work area; ability to effectively assess priorities.
Ability to deal with problems involving several concrete variables in standardized situations.
Strong computer skills and the ability to utilize multiple computer applications simultaneously.
High school diploma or equivalent
2 year of customer service experience
Work Hours:
Monday thru Friday 9:00am - 6:00pm
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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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