Job Description
Job Description
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.
Position Overview: Manages and coordinates the daily operations of the Legal Services Team located within DSC. This team is responsible for accepting and processing legal documents, involving customer accounts serviced by FH, such as garnishments, levies and subpoenas. The Legal Services Manager oversees all daily support functions related to legal document processing, 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 also includes 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: Candidate should have in-depth knowledge of deposit products and servicing details necessary to provide optimal customer service. Key responsibilities include meeting performance and expectation through successful management of strategy and subordinate staff.
- Facilitate and coordinate relationships with key line-of-business stakeholders (Retail and Legal) to minimize risks in the end-to-end processes for the team.
- Mitigate and assess high risks for high dollar/sensitive legal orders.
- Proactive in identifying and escalating potential risks and concerns.
- Oversee & assist in resolving escalated operational & customer service issues, quality control issues, or employee situations
- Manage, generate and initiate revenue for team by compiling and organizing outstanding fees and invoices.
- Manage the development and implementation of the functional area's program by assisting in design of policies and procedures related to Legal Services.
- Identify and interpret changes in regulatory situations, industry trends and product specific issues and manage their impacts to associated processes, procedure modifications, communicating any changes to the department.
- Work closely with corporate legal, business controls and outside counsel to ensure that Legal Services is properly educated on statutory legal updates and Federal guidelines.
- Mitigate critical risks of the organization by identifying and escalating trends to management.
- Ensure that department procedures are in compliance with all relevant regulations and legal statutes and ensure top-down training.
- Provide a high level of customer service when responding to customers/internal department managers to resolve questions, inconsistencies or missing data.
- Identify and comprehend the implications of the issues addressed (e.g., Legal, regulatory, operational in nature), tracking as appropriate while continuing to educate staff.
- Assist the manager in planning and monitoring the workflow of a group of employees within the assigned functional area, while maintaining optimum efficiency and cost effectiveness and ensuring that production standards are met and maintained.
- Execute regular self-risk assessments on all risk sensitive functions within the departmental workflow and ensure proper controls are in place.
- Review and maintain daily, weekly and monthly reporting of department performance against service level agreements.
- Develop and manage efficient processes to maintain regulatory compliance.
- Efficient staffing management - hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating coaching, corrective and disciplinary actions to include terminations.
- Makes timely decisions on problems / issues ensuring published service levels are met, including managing customer escalations.
- Exhibits a high level of attention to detail.
- Establish a work environment that is motivated and participative.
- Effectively communicates with management team and peers and supports 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 required, 5-8 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
Hours :
- Monday - Friday
- 8:30 AM - 5:00 PM
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 .
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
Follow Us
Facebook
X formerly Twitter
LinkedIn
Instagram
YouTube
Job Tags
Work experience placement, Local area, Monday to Friday,