Trustmark National Bank
Customer Contact Representative I
Trustmark National Bank, Jackson, Mississippi, United States, 39200
Customer Contact Representative I
Location:
US-MS-Jackson
Job ID:
2025-18995
Category:
Call Center
Type:
Regular Full-Time
Job Grade:
4
FLSA Status:
Non-Exempt
Working Hours:
M - F 9a - 7p & Sat 9a - 2p
Job Location: Company:
Customer Contact Center - 10112
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
Four-year college degree strongly preferred
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.
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Location:
US-MS-Jackson
Job ID:
2025-18995
Category:
Call Center
Type:
Regular Full-Time
Job Grade:
4
FLSA Status:
Non-Exempt
Working Hours:
M - F 9a - 7p & Sat 9a - 2p
Job Location: Company:
Customer Contact Center - 10112
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
Four-year college degree strongly preferred
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.
#J-18808-Ljbffr