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.
For Training class dates:
September 21, 2026
October 19, 2026
Start Date and Shifts: The recruiter will review the available start date and shifts with applicants during the process.
Please note: this is NOT a remote nor work from home position.
See what it's like: click the link or copy the site into your address bar: Virtual Banker - Client Experience Associate
Position Overview:
What you’ll do: Phone-based client service
- Serve as a primary point of contact for inbound client phone calls, handle call routing, authentication, and issue triage.
- Resolve everyday banking needs (e.g., account inquiries, funds transfers, payments, debit/ATM card support, digital banking assistance) with first-call resolution as the goal.
- Educate clients on digital tools and self-service features to simplify their banking.
Issue resolution and follow-up
- De-escalate concerns with empathy and professionalism; own the issue through resolution.
- Document interactions and outcomes in our CRM and related systems in real time.
Risk, compliance, and quality
- Follow identity verification, privacy, and fraud-prevention procedures; escalate suspicious activity per policy.
- Adhere to bank policies, procedures, and applicable regulations; maintain accurate records and high-quality work.
Teamwork and continuous improvement
- Partner with associates across branches, operations, and support teams to deliver consistent client experience.
- Participate in ongoing training, coaching, and feedback; contribute ideas to improve processes and client satisfaction.
Scheduling and coverage
- Work onsite with a flexible schedule that may include morning, afternoon, and evening shifts, plus Saturdays, based on client demand
Important note
- This is a service-focused role.
- No licenses or registrations are required for this position.
Qualifications
- Education - High school diploma or GED required, associate or bachelor’s degree preferred.
- Experience - 1–3 years of client-facing experience in banking, financial services, or a call center environment preferred.
- Demonstrated success meeting service, quality, and productivity goals.
Skills
- Client-first mindset with excellent phone etiquette, active listening, communication, and problem-solving skills.
- Strong attention to detail; able to navigate multiple systems while maintaining accuracy.
- Comfortable working in a metric-driven environment with the ability to prioritize and adapt.
- Bilingual skills are a plus.
Technical proficiency
- Proficiency with call handling tools, CRM platforms, and Microsoft Office (or similar productivity tools); ability to learn new systems quickly.
Shifts:
- Shifts starting from 7:00 AM - 1:30 PM / Monday - Friday
- Saturday shifts are a requirement.
Training Schedule:
- 8 weeks duration
- Week 1-3: Monday - Friday / 8:30 AM - 5:00 PM
- Week 4 -7: Work assigned scheduled shift
- Week 8: Monday - Friday 8:30 AM - 5:00 PM
- Week 9: Work assigned scheduled shift