Customer Contact Representative I

Trustmark Bank; Ridgeland (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

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

Responsibilities include handling calls, emails, and chats, explaining transactional details, processing requests, and promoting self-service features.

Qualifications

• Provide high-quality customer service to inquiries about personal accounts and products.
• Communicate clearly in English; Spanish language skills are a plus.
• Maintain knowledge of Trustmark products and policies to minimize risk and assist customers.

Responsibilities

• Handle incoming calls, email, and chat regarding personal accounts, loans, and related services.
• Explain account information including balances, fees, and pending/settled transactions.
• Process transactions and operational requests (check orders, stop payments, funds transfers).
• Promote self-service options to customers to improve banking experience.
• Escalate complex issues as needed and guide customers through troubleshooting steps.
• Meet monthly performance standards for quality, productivity, schedule adherence, and customer satisfaction.
• Stay updated on product offerings, policies, and procedures.
• Perform additional duties as assigned.

Skills

Customer service

Bilingual English-Spanish

Communication

Problem solving

Education

High school diploma or equivalent

Four-year college 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