Customer Retention Specialist

Trustmark • Blue, TX

1d • $27 - $39

About The Position

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities. About the role Responsible for work associated with retaining customers. Receives re-routed calls from customers terminating contracts or services. Promotes good will, assess customer needs, and educates customers on value of products and services. Provides alternatives and options during phone calls. Conducts customer negotiations and reaches fair conclusions from both a business and customer perspective.

Requirements

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

Responsibilities

• Has a working knowledge of products and features, regulatory requirements, and departmental standards and goals.
• Interprets policy provisions and possesses the knowledge of how our products are positioned in the industry.
• Retains customers by quickly identifying the customer’s needs, educating and restating the benefits of their product and offering solutions to customer objections.
• Identify and implement process improvements across the division that can be assisted by, or taken over by retention, to increase customer retention opportunities.
• Leads replacement process, updates marketing materials and incorporates outbound calls to customers to attempt reversals of policy cancellations.
• Trains new hires and cross-trains established representatives, in Call Center and Administration on retention processes, procedures and best practices.
• Collaborates with the Marketing team to improve policy holder communications, with digital experience as a focus, to improve retention efforts.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees