Customer Service Specialist I

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

Job summary

Trustmark National Bank in Pearl, MS is seeking a Customer Service Specialist I to respond to customer needs by answering questions and resolving loan account issues, maintaining accuracy and timeliness.

You will work with loan operations to process transactions, verify payoffs, balance loans, and support customers and colleagues in a fast-paced environment.

Qualifications

• High school diploma or GED with 2 years customer service experience.
• Basic knowledge of customer service procedures and techniques.
• Functional loan knowledge: calculating interest, loan-billing transactions, balancing.
• Ability to handle high volume of inquiries, external and internal.
• Detail oriented with emphasis on accuracy and computer literacy.

Responsibilities

• Assist customers with loan accounts and resolve issues by submitting maintenance docs and handling payoffs.
• Process and balance loan transactions and payments.
• Analyze loan records and resolve requests from Customer Contact Center.
• Monitor matured loans and credit line reports; review statement alerts.
• Distribute route work and perform additional duties as assigned.

Skills

Customer service skills

Loan knowledge

High-volume inquiries handling

Written and verbal communication

Detail-oriented

Computer skills

Time management

Under pressure performance

Education

High school diploma or GED

Job description

Customer Service Specialist I

Location: US-MS-Pearl

Working Hours: 8am - 5pm

Job Location: Company

Loan Operations - 10037

Overview

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
• Computer skills
• 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.