Bank Lobby Ambassador – Customer Experience focus

About the Company

First Horizon Bank is a leading financial services company headquartered in Memphis, Tennessee, with a rich history spanning over 150 years. We are committed to putting our customers first, fostering a supportive work environment, and making a positive impact in the communities we serve. Join our team and be part of a company that values integrity, teamwork, and innovation, dedicated to empowering our clients and communities to thrive.

Job Description

As a Bank Lobby Ambassador at First Horizon Bank, you will be the welcoming face of our branch, playing a crucial role in creating a positive and memorable experience for every customer. You will be responsible for warmly greeting clients, directing them to the appropriate services, and providing initial assistance with general inquiries. This role requires exceptional interpersonal skills, a proactive approach to customer service, and a passion for helping people navigate their banking needs efficiently and pleasantly. You will contribute significantly to our branch’s atmosphere, ensuring a smooth and friendly environment for all visitors, embodying our commitment to excellent customer care.

Key Responsibilities

• Warmly greet all customers and visitors upon entry to the bank lobby, creating a welcoming first impression.
• Proactively engage customers to understand their immediate needs and skillfully direct them to the appropriate banking services or personnel.
• Provide initial assistance with basic inquiries regarding bank products, services, and digital tools, ensuring clear and concise communication.
• Assist customers with self-service options, such as ATM, online banking, or mobile app usage, offering guidance and support.
• Maintain an organized, clean, and welcoming lobby environment, ensuring brochures are stocked and areas are tidy.
• Identify opportunities to introduce customers to other bank representatives for more complex needs or product discussions, facilitating seamless transitions.
• Handle minor customer issues or complaints with professionalism and empathy, escalating more complex situations as necessary.
• Adhere strictly to all bank policies, procedures, and regulatory requirements, upholding the highest standards of compliance and security.

Required Skills

• Exceptional verbal communication and interpersonal skills, with a friendly and approachable demeanor.
• Proven ability to deliver outstanding customer service in a dynamic environment.
• Strong problem-solving abilities and a proactive, solution-oriented attitude.
• Ability to work effectively and collaboratively in a fast-paced team environment.
• Basic computer proficiency and comfort with digital tools and banking technology.
• High school diploma or equivalent.

Preferred Qualifications

• Prior experience in a customer service, retail, or hospitality role.
• Familiarity with banking products and services.
• Associate's degree or some college coursework completed.
• Bilingual proficiency (e.g., Spanish) is a plus, to better serve our diverse customer base.

Perks & Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with competitive company match.
• Generous paid time off (PTO) and observed holidays.
• Tuition reimbursement program for continued education and professional development.
• Employee assistance program (EAP) for personal and professional support.
• Extensive career development and training opportunities to foster growth.
• Exclusive employee banking benefits and discounts.

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