Customer Service Specialist I

Trustmark; Northern (KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Trustmark is seeking a customer-focused professional to respond to external and internal needs related to loan accounts. You will resolve issues by submitting documentation, quote payoffs, and process loan transactions with attention to detail.

The role requires basic loan knowledge, strong communication skills, and the ability to work under pressure to meet deadlines. A high school diploma or GED and two years of customer service experience are expected.

Qualifications

• High school education or GED with two years of customer service experience.
• Functional loan knowledge such as calculating interest, loan-billing transactions, and balancing.
• Ability to handle a high volume of inquiries and communicate effectively.

Responsibilities

• Assist customers with loan accounts, resolving issues by submitting maintenance documentation for input to loan system.
• Process and balance loan transactions and payments.
• Analyze bank records and proactively resolve simpler loan account requests from customers or referrals.
• Monitor matured loans and credit line reports and address statements issues.
• Distribute route work and perform additional duties as assigned.

Skills

Customer service

Verbal communication

Attention to detail

Time management

Work under pressure

Loan account knowledge

Education

High school diploma or GED

Job description

The purpose of this job is to respond appropriately, timely, and accurately to the needs of Trustmark’s external and internal customers by answering questions and/or resolving problems involving loan accounts.

Responsibilities

• Assist external and internal customers with accounts, which includes resolving loan account issues by submitting appropriate maintenance documentation for input to loan system; verifying, quoting, accepting and faxing pay offs; and processing overpayment for customers.
• Process and balance loan transactions and payments.
• Analyze, conduct research of bank records, and proactively resolve less complicated loan account requests/issues received directly or by referral from Customer Contact Center.
• Monitor and correct matured loans and credit line reports as well as reviewing credit line problem statements as alerted by system prior to statement mailing.
• Distribute route work.
• Perform additional duties as assigned.

Qualifications

• High school education/GED and two years customer service experience
• Basic knowledge of customer service procedures and techniques (2 years experience)
• Functional loan knowledge such as calculating interest, loan-billing transactions, problem solving, balancing transactions, etc.
• Knowledge of how to effectively handle a high volume of external and internal inquiries and demands
• Ability to comprehend/interpret questions involving loan accounts and articulate/communicate effective written or verbal response
• Ability to recognize barriers to customer satisfaction; proactive in eliminating/overcoming barriers
• Detail oriented with an emphasis on accuracy
• Time management principles to prioritize workload
• Ability to work well under pressure and within tight deadlines
• Ability to accurately batch, balance, and process loan transactions

Physical Requirements/Working Conditions: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

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.

Working with Us

Teamwork and the individual contributions of our associates are recognized as the drivers of our success. At Trustmark, we are committed to preserving and advancing a diverse and inclusive workplace, where each associate, customer and shareholder is respected, valued and encouraged to share in our commitment. We make significant investments in our associates so that they may enhance their personal and professional skills, because we want each associate to grow, flourish and fulfill their career aspirations. Come onboard and join our team!

Equal Opportunities for All

Trustmark exemplifies the strength and possibilities that come with a diverse and inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, genetic information, pregnancy, national origin, protected veteran, disability status, or any other characteristic protected under applicable law. Trustmark is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment.

Upon accepting a position with Trustmark, the following pre-employment screenings must be completed:

• Verification of employment, education and other data provided by you on your employment application
• Verification of eligibility to work in the US
• Criminal background check
• Credit check (required for certain positions)
• Fingerprinting (required for certain positions)