Customer Contact Representative I

Trustmark; Ridgeland (MS); On-site; USD 32,000 - 43,000; Full time

Job summary

Trustmark is seeking a Customer Contact Representative I to respond professionally to inquiries about personal accounts, loans, and related products in an inbound contact center. You will listen, understand, and resolve customer needs while delivering high-quality service.

The role requires at least 2 years of customer service, strong communication, and the ability to work across calls, email, and chat. Bilingual English-Spanish is a plus; banking experience is preferred.

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.

Responsibilities

• Handle incoming calls, emails, and chats about personal accounts, loans, and related products and services.
• Explain account information regarding balances, transactions, and fees.
• Process transactions and operational tasks such as check orders, stop payments, and money transfers.
• Promote self-service features to enhance the customer banking experience.
• Escalate complex issues as needed.
• Guide customers through basic troubleshooting to access products and information.
• Meet monthly performance standards for quality, productivity, schedule adherence, and satisfaction.
• Maintain up-to-date knowledge of Trustmark products and policies while minimizing risk.
• Perform additional duties as assigned.

Skills

Customer service

Bilingual English-Spanish

Excellent communication

Problem-solving

Attention to detail

PC literacy (MS Office)

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

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 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