Call Center Representative III

Trustmark Services Company; Lake Forest (IL); On-site; USD 34,000 - 50,000; Full time

Benefits offered by this job

Health/dental/vision

Life insurance

FSA/HSA

401(k) plan

Employee Assistance Program

Wellness program

Job summary

Trustmark is seeking a Customer Service Associate to respond to a high volume of inbound client inquiries, process basic customer profile changes, and direct requests to other teams. You’ll aim for first-call resolution and document the interactions in our systems.

The role involves researching and resolving complex inquiries, supporting multiple blocks of business, and mentoring new hires. A high school diploma or GED with 4–6 years’ related experience is expected.

Qualifications

• Strong customer service skills and ability to handle high volume inquiries.
• Ability to gather information and make appropriate decisions.
• Experience documenting interactions in CRM or similar systems.

Responsibilities

• Respond to high volume of inbound client/customer requests with information or changes.
• Direct requests to appropriate teams and aid first-call resolution.
• Enter updates into the system and support departmental projects.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma or GED

Job description

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Responsible for responding to high volume of inbound client/customer requests and inquiries by providing information, processing basic customer profile changes, or directing requests to other functional business teams. Provides alternatives and options during phone calls; demonstrated ability to gather information and make appropriate decisions focusing on the first call resolution; documents the customer interaction in the appropriate systems.

Key Accountabilities

Researches and resolves high volume of complex customer inquiries and escalations, through a strong understanding of business rules, products and procedures. May be involved in retaining clients at risk of terminating. May support several blocks of business and multiple applications that administer those blocks. Determines root cause and resolve client/customer issues, coordinating with internal departments as necessary. Enters semi and non-routine client/customer updates into the appropriate system. Serves as a team resource and mentor for new hires. Participates in departmental/interdepartmental projects. Provides back-up to the administrative processing area, when volumes increase.

Minimum Requirements

• High School Diploma or GED with 4 – 6 years of related experience.

Compensation

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois): $24.99 - $36.11 per hour. The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Benefits

• Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives.
• We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

EEO and Diversity

We are an equal opportunity employer, including disability and protected veteran status.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives. At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.