Customer Contact Representative I
Company: Trustmark National Bank
Location: Jackson
Posted on: January 27, 2023
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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
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