Customer Contact Representative I

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 for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

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.