Inbound Banking Support Specialist

Trustmark; Ridgeland (MS); On-site; USD 25,000 - 33,000; Full time

Job summary

Trustmark is seeking a Customer Contact Representative I in Ridgeland, MS to respond to inquiries about personal accounts, loans, and related services in a high-quality inbound contact center. The role emphasizes active listening, problem-solving, and delivering excellent customer experiences in both English and Spanish when needed.

Responsibilities include handling calls, emails, and chats, explaining transactions, and guiding customers through self-service options while meeting performance

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.
• Excellent written and verbal communication skills.
• Proficient PC skills including Microsoft Office suite.

Responsibilities

• Handle incoming call, email, and chat inquiries regarding 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 to enhance the banking experience
• Escalate complex or unresolved customer situations as needed
• Guide customers through basic troubleshooting procedures to access products or services
• Meet monthly performance standards based on quality, productivity, schedule adherence and customer satisfaction
• Maintain knowledge of Trustmark products and policies while minimizing risks
• Perform additional duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Calm under pressure

Bilingual English-Spanish

Education

High school diploma or equivalent

Four-year college degree preferred

Tools

Microsoft Office

CRM software

Job description

Trustmark is seeking a Customer Contact Representative I in Ridgeland, MS to respond to inquiries about personal accounts, loans, and related services in a high-quality inbound contact center. The role emphasizes active listening, problem-solving, and delivering excellent customer experiences in both English and Spanish when needed.

Responsibilities include handling calls, emails, and chats, explaining transactions, and guiding customers through self-service options while meeting performance