Customer Contact Representative - Mortgage Retail

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

Job summary

Trustmark National Bank is seeking a Customer Contact Representative - Mortgage Retail in Jackson, MS to respond to mortgage customers with fast, accurate service. You will handle inbound calls, assist with account maintenance, and recommend suitable products to meet customer needs.

The role requires at least 2 years in customer service, strong communication, and the ability to stay calm under pressure. A high school diploma is required; a four-year degree is preferred.

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 escalate 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 skills

Problem solving

Attention to detail

Calm under pressure

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office suite

Job description

Customer Contact Representative - Mortgage Retail

Location

US-MS-Jackson

Job Details

Job ID: 2026-19945

Category: Call Center

Type: Regular Full-Time

Job Grade: 4

FLSA Status: Non-Exempt

Working Hours: Mon - Fri, 8:00 AM - 5:00 PM

Job Location: Company

Customer Contact Center - 10112

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.