Fraud Protection Services - Claim Resolution Specialist

Fraud Protection Services - Claim Resolution Specialist

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.

Our Claim Resolution Specialists are dedicated to putting clients first and consistently delivering exceptional service experiences. Aligned with our core values—client focus, caring for people, commitment to excellence, expanding access, and fostering team success—our specialists play a key role in upholding the integrity of our operations and strengthening relationships with both internal and external clients.

Core Responsibilities:

• Serve as a trusted point of contact for First Horizon clients navigating fraud or dispute claims, ensuring a seamless and supportive experience.
• Thoroughly review, research, and resolve claim cases with a strong commitment to quality, accuracy, and regulatory compliance (including Reg E, Reg Z, and other relevant guidelines).
• Collaborate with associates across teams to identify operational issues, minimize errors, and share knowledge for continuous improvement.
• Conduct detailed phone interviews with clients and/or external agencies to gather information critical to claim resolution and risk assessment.
• Prepare and send timely client notifications in line with all applicable regulatory and internal standards.
• Complete appropriate documentation and routine reporting to maintain transparent and auditable records.
• Respond promptly, professionally, and courteously to client inquiries, demonstrating empathy and a client-first mindset.
• Execute necessary adjustments to client accounts, identify recoverable transactions, and initiate merchant chargebacks as needed.
• Actively contribute ideas and feedback to improve processes and enhance both client and associate experiences.

Core Competencies and Values Alignment:

• Demonstrated passion for client service and advocacy, providing solutions that put the client's needs at the forefront.
• Commitment to caring about people, with a focus on supporting and developing fellow associates.
• Excellence in verbal and written communication—articulate, diplomatic, and tailored to diverse audiences.
• Strong critical thinking, data analysis, and problem-solving skills for standardized and unique scenarios.
• High attention to detail, professional demeanor, and respect for the confidentiality of sensitive information.
• Strong organizational abilities and capacity to manage shifting priorities while delivering results.
• Technical proficiency with multi-system navigation and adoption of new digital tools and processes.
• Drive to foster team success by collaborating, sharing knowledge, and celebrating group achievements.

Education and/or Work Experience Requirements:

• High school diploma or equivalent required; advanced education is a plus.
• 2 or more years of experience in client service, financial operations, or a related field.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Strong ethical background with a keen eye for detail.

First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. 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.

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