Wire Transfer Processor

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.  

Summary:  

The Wire Transfer Processor provides internal and external support for customers processing wire transactions. Responsibilities include: processing outgoing/incoming customer wire requests; effectively communicating with external customers and internal business partners, providing excellent customer service, telephone courtesy and professionalism. Processes wires to meet departmental standards; strives to process transactions 100% error free, with no monetary loss. Contributes to the success of the Wire Transfer team by supporting and achieving the productivity and quality goals of the department.

Essential Duties and Responsibilities:

Key Activities:

• Processes wire transfer requests from internal business partners and external customers.
• Answers a high volume of telephone calls from external customers and internal business partners.
• Handles difficult customer situations with professionalism.
• Maintains open communication with internal business partners.
• Follows up with customers and/or managers to ensure problems are resolved.
• Meets or exceeds customer service needs and reports barriers.
• Shares knowledge and experience with team in support of high performance.
• Ensures compliance with established bank policies, guidelines and regulatory requirements.

Customer Service:

• Fosters a positive working environment.
• Provides timely, complete and accurate response to inquiries.
• Addresses client needs by involving the right people at the right time.
• Solves problems by asking probing questions.
• Demonstrates a strong sense of optimism, ownership and a commitment to achieving meaningful results.
• Projects a positive image and acknowledges others efforts and accomplishments, exerts extra effort and a personal commitment to work.
• Tailors communication style and content to the audience.
• Handles all situations in a professional, ethical manner.
• Escalates special situations or problems as necessary.

Productivity:

• Ensures all goals and departmental service standards (SLAs) are met.
• Meets productivity goals.
• Consistently meets quality control and data integrity standards.
• Effectively utilizes available tools.

Education and/or Work Experience Requirements:

• Excellent written and verbal communication skills
• Understanding of Wire Transfer controls and procedures
• Basic understanding of deposit and lending processes and functions
• Exhibits a high level of ownership and accountability to meet deadlines
• Utmost commitment to quality
• Strong customer orientation
• Awareness of regulatory environment and implications
• High School graduate or similar certificate and experience in a related field required.
• 5 years banking related experience, customer service experience or bachelor’s degree preferred.
• Ability to promote the appropriate company image and maintain a professional attitude in an ever-changing environment
• Ability to work under pressure and meet deadlines
• Knowledge of Excel and other Microsoft Office software

Physical Requirements:

• Basic keyboarding or other repetitive motions
• Must be able to talk, listen and speak clearly on telephone
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards