Job Description

Location: On site at location listed in job posting.

Weekly Scheduled Hours: M-F 8:30am - 5:00pm EST

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.

The SPOC Manager manages and coordinates the daily operations of the SPOC (Single Point of Contact) Team located within DSC. This team is responsible for providing delinquent or imminent default real estate borrowers with a direct point of contact that will assist them through the loss mitigation servicing process when considering home retention or non-retention options in accordance with Bank and legal guidelines, including related state and federal regulations. The SPOC Manager oversees daily support functions ensuring compliance standards are met, while providing accurate and professional service to internal and external clients. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Establishes and maintains an internal environment that encourages teamwork, individual efforts, and ethical behavior. Provides effective communication to management, peers, and staff to improve results and motivate team. Responsible for managing team performance, to include managing effective workflow strategies, coaching, daily and monthly production, handling of escalated calls, and monitoring work processes to validate tasks requiring daily/periodic completion while meeting quality standards and service level agreements.

This position is also responsible for consulting and collaborating with DSC management, providing input to tactical planning, and participating in departmental projects that ensure unit contingency planning and regulatory compliance.

Essential Duties and Responsibilities

Key responsibilities include meeting performance and expectation through successful management of strategy and subordinate staff.

• Collaborate with senior management to develop sound strategies which drive performance. Required to monitor industry trends and related issues while looking for efficiency opportunities. Performs a variety of routine daily tasks to include reviewing reports and preparing correspondence.
• Works closely with business managers to develop and/or modify policies and procedures to meet regulatory requirements, performing testing to identify and assess critical risks.
• Supervises subordinate staff including hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating corrective and disciplinary actions to include terminations.
• Makes timely decisions regarding problems and issues ensuring published service levels are met, including managing customer escalations.
• Exhibits a high level of attention to detail.
• Establishes a work environment that is motivated and participative.
• Effectively communicates with management team and peers while supporting the operation.

Education and/or Work Experience Requirements:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must have excellent people-management and leadership skills
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Must have ability to multi-task and manage multiple processes
• High school diploma required; Bachelor’s degree preferred
• 2-4 years of supervisory experience preferred

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

About Us
First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. 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. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com

Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

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