Customer Contact Representative I

Company: Trustmark National Bank
Location: Jackson
Posted on: January 27, 2023

Job Description:

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 servicesProvide 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 experienceEscalate complex or unresolved customer situations as neededGuide customers through basic troubleshooting procedures to remove any obstacles affecting ability to properly access a product, service, or important informationMeet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfactionMaintain current knowledge of Trustmark products, policies and services while remaining knowledgeable of standards and minimizing risksPerform additional duties as assigned.

Qualifications:
Must have a high school diploma or equivalentAt least 2 years of customer service or contact center experienceBilingual English-Spanish speaking a plusPossess positive attitude and enjoys helping othersStrong attention to detail and problem-solving abilityExcellent written and verbal communication skillsProficient PC skills including Microsoft Office suiteAbility to remain calm in highly stressful situationsFour-year college degree strongly preferredBanking or other financial institution experience preferred

Keywords: Trustmark National Bank, Jackson , Customer Contact Representative I, Other , Jackson, Mississippi