Treasury Management Technical Support II

This role serves as a frontline defense against fraud for First Horizon commercial online banking clients by verifying suspicious wire and ACH money‑movement activity. Core responsibilities include making timely outbound calls to clients to confirm flagged transactions, responding quickly to emails sent by the First Horizon Fraud Team, and documenting all interactions and outcomes in the Treasury Management Technical Support case‑management system (nCino). Success in this role requires strong written and verbal communication, meticulous attention to detail, strict adherence to procedures, and the ability to act rapidly on inbound emails and alerts.

Key Responsibilities:

• Outbound Client Contact: Place calls to customers regarding flagged transactions (ACH and Wire money movement).

• Transaction Verification: Confirm legitimacy of activities, asking targeted questions to identify genuine vs. fraudulent transactions.

• Data Review & Documentation: Utilize internal systems to review flagged activity and accurately log all call details, findings, and actions taken.

• Adheres to Fraud Playbook processes: Follows process for documenting fraud events and notifying relationship team and TMTS management.

• Security Protocols: Strictly adhere to company policies, data privacy regulations, and fraud detection guidelines.

• Customer Service: Provide empathetic, clear, and professional customer service and hand holds client through a fraud event while profile is shutdown to assist with clients banking needs not able to be performed online until reactivated.