Location: On site at location listed in job posting.

Position Overview:

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 primary role of this position is supporting the Director, Fraud Protection Services ensuring the organization’s goals and objectives are achieved. As a result of bank’s sophisticated risk rules, certain customer payments are outsorted and will require further review and authentication prior to completion. The Director, Fraud Prevention must develop, implement and optimize the required processes to complete this activity while meeting all payment and customer deadlines. Balancing customer expectations as well as fraud losses is a critical success factor of this role. Constantly evaluating the effectiveness of the process given the changing attack vectors of the fraudsters requires an end to end understanding of the payments process. This leader must also determine how automation may improve the experience for both employees and customers. This individual must demonstrate strong leadership, change management and interpersonal skills to motivate their organization while also possessing technical acumen, critical thinking and the ability to communicate at all levels of the Bank.

Essential Duties and Responsibilities:

• Develops and maintains the people, process and technology required to correctly decision all outsorted exception payments before committed processing deadlines.
• Constantly evaluates opportunities for process improvement including leveraging AI and RPA.
• Builds teams that are knowledgeable/balanced in payments and customer satisfaction.
• Given the speed of new fraud attack vectors, develops change management readiness capability for all employees
• Understands the end-to-end flow within Fraud Protection Services to provide total cost reporting on decisioning.
• Provides guidance to LOBs on new payment product offerings or changes that may affect fraud losses/customer experience.
• Develops detailed fraud reporting on the success/failure of employee decisions which include false positive ratios and fraud losses avoided.
• Sets key performance indicators to measure and improve team performance.
• Leverages capacity planning models to meet day to day volumes
• Evaluates risk factors when making critical business recommendations.
• Promotes ethics and compliance; identifies opportunities and takes action to enhance compliance within the organization; completes internal testing to ensure compliance.
• Responsible for interviewing, hiring, planning, assigning work, appraising performance, progressive discipline and resolving problems.
• Provides leadership, direction and growth opportunities to members of the organization in accordance with the Company’s policies and applicable laws.
• Performs other duties as required.
Education and/or Work Experience Requirements:
• Bachelor Degree required; Masters Degree preferred or combination of education and work experience.
• Minimum of 8-10 years of industry experience required; 10+ years preferred
• Must have minimum of 8-10 years of personnel management experience
• Must have 8-10 years of payment or deposit experience

About Us
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 

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do. 

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