A Conversation with First Horizon Bank: Automating Daily Reconciliations to Free Up Staff Time and Shorten Exception Resolution Cycles

Before Trintech: Spreadsheet-Driven, Labor-Intensive Reconciliations

Q: Tom, can you introduce yourself and describe the challenges First Horizon Bank was facing before Trintech?

A: I’m Tom Peacock, Operations Reconciliation Manager at First Horizon Bank in Memphis, Tennessee.

Before Trintech, our reconciliation process was extremely manual. We relied heavily on spreadsheets—downloading data, manipulating it, building formulas, sorting, filtering, and only then getting to the actual reconciliation work we needed to perform. It was very labor-intensive just to reach a starting point. Accuracy was also a concern—manual keying in spreadsheets is notoriously error-prone.

Why Trintech: Automation, Accuracy, and Audit-Ready Controls

Q: What were you looking for in a solution, and why did Trintech stand out?

A: We knew we needed something highly automated, with a strong audit trail, and the flexibility to support many different data sources. Configurability was critical for us. Trintech really stood out because it checked all of those boxes—it gave us the automation, accuracy, and flexibility we were looking for.

Implementation Experience: Fast, Collaborative, and Effective

Q: How did the implementation process go?

A: The implementation process was excellent. Our financial services consultant was fantastic—he walked us through how to set up the reconciliation elements, helped us understand the theory behind how everything flows, and supported us as we built out the initial configuration.

Even after we were live, he was still available to answer questions and help us move forward. This implementation happened during COVID, which meant much of it was done remotely. While that presented its own challenges, the process was still smooth and effective. We gained a strong understanding of how the system works and were able to move forward very quickly.

Measurable ROI: Time Savings and Faster Issue Resolution

Reconciliations Ready at the Start of the Day

Q: How has Trintech changed your team’s day-to-day operations?

A: Since implementing Trintech, our team’s daily routine has completely changed. When they come in each morning, the reconciliations are already ready to go.

They no longer spend hours downloading files or manipulating data in spreadsheets. That time savings is significant.

Earlier Exception Handling = Faster Resolution

Because reconciliations are prepared automatically, exceptions can be sent to our partners earlier in the day, allowing research to start sooner and issues to be resolved more quickly.

This acceleration across the workflow has been one of the biggest benefits for our team.

Audit Efficiency: Enabling Self-Service Access

Q: How has Trintech improved your audit processes?

A: One major benefit is that we allow our audit partners direct access to the system.

They can self-serve instead of relying on us to download reports, convert them to PDFs, and email them over. That has eliminated a huge amount of administrative effort for our team.

Ongoing Support and Partnership

Q: How would you describe your experience with Trintech support?

A: Trintech’s support is fantastic—very responsive, extremely knowledgeable, and issues get resolved quickly. They don’t just fix problems; they help move you forward on your financial transformation journey.