Call Center Representative III

Trustmark•Blue, TX

23h

About The Position

Responsible for responding to high volume of inbound client/customer requests and inquiries by providing information, processing basic customer profile changes, or directing requests to other functional business teams. This role provides alternatives and options during phone calls, demonstrates the ability to gather information and make appropriate decisions focusing on first call resolution, and documents customer interactions in the appropriate systems. Trustmark's mission is to improve wellbeing for everyone, fostering a culture of diversity and inclusion where associates feel respected, valued, and heard, and are empowered to bring their whole, authentic selves to work.

Requirements

High School Diploma or GED with 4 – 6 years of related experience.

Responsibilities

Researches and resolves high volume of complex customer inquiries and escalations, through a strong understanding of business rules, products and procedures.
May be involved in retaining clients at risk of terminating.
May support several blocks of business and multiple applications that administer those blocks.
Determines root cause and resolve client/customer issues, coordinating with internal departments as necessary.
Enters semi and non-routine client/customer updates into the appropriate system.
Serves as a team resource and mentor for new hires.
Participates in departmental/interdepartmental projects.
Provides back-up to the administrative processing area, when volumes increase.

Benefits

Health/dental/vision
life insurance
FSA and HSA
401(k) plan
Employee Assistant Program
Back-up Care for Children, Adults and Elders
many health and wellness initiatives
Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums
eligible for bonus

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