Remote
Overview
The Customer Contact Representative I is responsible for professionally responding to inquiries regarding personal account information, related products, services provided in an inbound contact center. Focuses on driving high quality service experience by effectively listening, understanding, and satisfying customers’ needs.
Responsibilities:
- Handle incoming call, email, and chat inquiries regarding various aspects of personal accounts, loans, related products, and services
- Provide explanation of account information regarding transactional outcomes such as balances, pending or settled charges, and applicable fees.
- Fulfill requests regarding transactions and operational tasks, including check orders, load stop payment, money transfer and research as needed.
- Increase customer awareness of existing self-service features and benefits in the best interest of the account holder to enhance overall banking experience
- Escalate complex or unresolved customer situations as needed
- Guide customers through basic troubleshooting procedures to remove any obstacles affecting ability to properly access a product, service, or important information
- Meet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfaction
- Maintain current knowledge of Trustmark products, policies and services while remaining knowledgeable of standards and minimizing risks
- Perform additional duties as assigned.
Qualifications
- Must have a high school diploma or equivalent
- At least 2 years of customer service or contact center experience
- Bilingual English-Spanish speaking a plus
- Possess positive attitude and enjoys helping others
- Strong attention to detail and problem-solving ability
- Excellent written and verbal communication skills
- Proficient PC skills including Microsoft Office suite
- Ability to remain calm in highly stressful situations
- Banking or other financial institution experience preferred
Physical Requirements/Working Conditions:
Must be able to sit or stand for long periods of time and use computer keyboard and/or mouse, while viewing computer screens. Must be able to lift at least 20 pounds in order to process boxed or bagged coins.
Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.
Working with Us
Teamwork and the individual contributions of our associates are recognized as the drivers of our success. At Trustmark, we are committed to preserving and advancing a diverse and inclusive workplace, where each associate, customer and shareholder is respected, valued and encouraged to share in our commitment. We make significant investments in our associates so that they may enhance their personal and professional skills, because we want each associate to grow, flourish and fulfill their career aspirations. Come onboard and join our team!
Equal Opportunities for All
Trustmark exemplifies the strength and possibilities that come with a diverse and inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, genetic information, pregnancy, national origin, protected veteran, disability status, or any other characteristic protected under applicable law. Trustmark is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment.
