Senior Customer Service Representative

Trustmark

2d • $25 - $36

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. Provides alternatives and options during phone calls; demonstrated ability to gather information and make appropriate decisions focusing on the first call resolution; documents the customer interaction in the appropriate systems.

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.

What This Job Offers

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