Customer Contact Representative - Mortgage Retail

Trustmark; Jackson (MS); On-site; USD 32,000 - 52,000; Full time

Job summary

Trustmark is seeking a Mortgage Representative to professionally respond to mortgage customers with quick, efficient, and timely service. The role focuses on listening, understanding, and satisfying customers’ needs while maintaining high quality standards.

You will handle inbound calls, resolve inquiries, and process transactions. Strong communication and detail orientation are essential, with a solid knowledge of mortgage basics and proficiency in Microsoft Office.

Qualifications

• Must have a high school diploma or equivalent.
• At least 2 years of customer service or contact center experience.
• Excellent written and verbal communication skills.
• Ability to identify difficult situations and elevate appropriately.
• Possess positive attitude and enjoys helping others.
• Strong attention to detail and problem-solving ability.
• Proficient PC skills including Microsoft Office suite.
• Ability to remain calm in highly stressful situations.
• Four-year college degree strongly preferred.
• Knowledge of mortgage industry preferred.

Responsibilities

• Answer inbound calls from residential mortgage customers and placing outbound calls as needed.
• Researching and resolving routine to moderately complex problems and inquiries.
• Processing routine to complex customer transactions and account maintenance.
• Offering or recommending products based on customer needs.
• May generate reports and complete project work as needed.
• Meet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfaction.
• Provide chat and portal support for online customers.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Problem solving

Attention to detail

Calm under pressure

Microsoft Office

Education

High school diploma

Bachelor's degree preferred

Job description

Overview

The Mortgage Representative is responsible for professionally responding to mortgage customers through quick, efficient, and timely customer service. Focuses on driving high quality service experience by effectively listening, understanding, and satisfying customers’ needs.

Responsibilities

• Answer inbound calls from residential mortgage customers and placing outbound calls as needed
• Researching and resolving routine to moderately complex problems and inquiries
• Processing routine to complex customer transactions and account maintenance
• Offering or recommending products based on customer needs
• May generate reports and complete project work as needed
• Meet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfaction
• Provide chat and portal support for online customers
• 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
• Excellent written and verbal communication skills
• Ability to identity difficult situations and elevate appropriately
• Possess positive attitude and enjoys helping others
• Strong attention to detail and problem-solving ability
• Proficient PC skills including Microsoft Office suite
• Ability to remain calm in highly stressful situations
• Four-year college degree strongly preferred
• Knowledge of mortgage industry preferred

Physical Requirements/Working Conditions: Must be able to sit or stand for long periods of time and use computer keyboard and/or mouse, while viewing computer screens. Must be able to lift at least 20 pounds in order to process boxed or bagged coins.

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.

Trustmark does not accept unsolicited resumes from agencies and/or search firms for any job postings on this site. Resumes submitted to any Trustmark employee by a third-party agency and/or search firm without a valid, written search agreement signed by Trustmark, will become the sole property of Trustmark. No fee will be paid if a candidate is hired for a position as a result of an unsolicited agency or search firm referral.