Client Services Associate I

2 weeks ago


Jackson, Mississippi, United States Trustmark Full time

Position Overview:

The Customer Contact Representative I plays a crucial role in delivering exceptional service by addressing inquiries related to personal account details and associated products within an inbound contact center environment. This position emphasizes the importance of providing a superior service experience through attentive listening, comprehension, and fulfillment of customer needs.

Key Responsibilities:

  • Manage incoming inquiries via phone, email, and chat concerning various elements of personal accounts, loans, and related services.
  • Clarify account details, including transaction outcomes such as balances, pending or settled charges, and applicable fees.
  • Process requests related to transactions and operational tasks, including check orders, stop payments, money transfers, and necessary research.
  • Enhance customer understanding of available self-service options and their benefits to improve the overall banking experience.
  • Refer complex or unresolved customer issues to appropriate channels as necessary.
  • Assist customers with basic troubleshooting to eliminate barriers affecting access to products, services, or essential information.
  • Achieve monthly performance metrics based on established benchmarks for quality assurance, productivity, schedule adherence, and customer satisfaction.
  • Maintain up-to-date knowledge of Trustmark products, policies, and services while adhering to standards and minimizing risks.
  • Carry out additional responsibilities as assigned.

Qualifications:

  • High school diploma or equivalent required.
  • A minimum of 2 years of experience in customer service or a contact center environment.
  • Bilingual proficiency in English and Spanish is advantageous.
  • Exhibit a positive demeanor and a passion for assisting others.
  • Demonstrate strong attention to detail and problem-solving skills.
  • Possess excellent written and verbal communication abilities.
  • Proficient in PC applications, including the Microsoft Office suite.
  • Ability to maintain composure in high-pressure situations.
  • A four-year college degree is strongly preferred.
  • Experience in banking or a financial institution is preferred.


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