Customer Contact Representative I

Trustmark National Bank; Ridgeland (MS); On-site; USD 31,000 - 40,000; Full time

Job summary

Trustmark National Bank in Ridgeland, MS is seeking a Customer Contact Representative I to respond to inquiries about personal accounts, loans, and related services in an inbound contact center.

You will handle calls, emails, and chats, explain balances and fees, process transactions, promote self-service features, and escalate complex issues as needed, while maintaining service standards. This is a full-time role requiring reliable attendance and adherence to policies.

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.
• Four-year college degree strongly preferred.
• Banking or other financial institution experience preferred.

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 obstacles affecting ability to 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.

Skills

Customer service

Communication

Problem solving

Attention to detail

Calm under pressure

Microsoft Office

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Customer Contact Representative I

Job Details

• Location: US-MS-Ridgeland
• Job ID: 2026-20009
• Category: Call Center
• Type: Regular Full-Time
• Job Grade: 4
• FLSA Status: Non-Exempt
• Working Hours: M - F 9a - 7p & Sat 9a - 2p
• Job Location: Company: Customer Contact Center 10112

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