Customer contact includes, but is not limited to, the following: Being available to take incoming and make outgoing calls to/from borrowers regarding their requests for: Customer assistance, which may or may not pertain to hardship assistance Modification package information Documentation being requested and/or sent with sense of urgency timeline How to complete the package documents by walking the customer through requirements and needs Providing a current status of where we are in the process (modification, short/long term assistance) Making payments by taking check by phone payments Abilities: Customer centric focus Ability to analyze and make decisions for complex borrower requests Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, and income calculations Ability to work under pressure and meet deadlines Ability to evaluate situations and make appropriate business decisions Ability to manage multiple and/or conflicting responsibilities Ability to work well with others and build rapport in business situations Ability to promote the appropriate company image and maintain a professional attitude Ability to work independently and without direct supervision Ability to work in contact center environment, to include wearing a headset Skills: Excellent computer skills with strong knowledge of email and Microsoft Office Strong verbal and written communication skills Exceptional organizational and time management skills Problem solving skills Attention to detail and ability to identify potential issues Education and/or Work Experience Requirements: College graduate preferred or equivalent experience in related field. 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.