Customer Contact Representative I

Trustmark Bank • Ridgeland, MS

11d

About The Position

The Customer Contact Representative I professionally responds to customer inquiries about personal account information, products, and services through an inbound contact center. The role focuses on providing a high-quality service experience by listening effectively, understanding customer needs, and addressing them.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service or contact center experience.
• Positive attitude and enjoyment of helping others.
• Strong attention to detail and problem-solving ability.
• Excellent written and verbal communication skills.
• Proficient PC skills, including the Microsoft Office suite.
• Ability to remain calm in highly stressful situations.

Nice To Haves

• Bilingual English-Spanish speaking ability.
• Four-year college degree, strongly preferred.
• Banking or other financial institution experience.

Responsibilities

• Handle incoming calls, emails, and chat inquiries about personal accounts, loans, products, and services.
• Explain account information and transaction outcomes, including balances, pending or settled charges, and applicable fees.
• Fulfill transaction and operational requests, including check orders, stop payments, money transfers, and research as needed.
• Increase customer awareness of self-service features and benefits to enhance the banking experience.
• Escalate complex or unresolved customer situations as needed.
• Guide customers through basic troubleshooting to address difficulties accessing a product, service, or important information.
• Meet monthly performance standards for quality assurance, productivity, schedule adherence, and customer satisfaction.
• Maintain current knowledge of Trustmark products, policies, and services, and remain knowledgeable about standards and risk minimization.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED