Customer Contact Representative I

Job summary
Customer Contact Representative I responsible for responding to inquiries in an inbound contact centerFocus on driving high quality service experience by understanding and satisfying customer needsHandle incoming inquiries regarding personal accounts and related products/services
Job seniority: associate level
Responsibilities
• Handle incoming call, email, and chat inquiries regarding personal accounts• Provide explanations of account information and transaction outcomes• Fulfill requests for transactions and operational tasks• Increase customer awareness of self-service features and benefits• Escalate complex or unresolved customer situations• Guide customers through basic troubleshooting procedures• Meet monthly performance standards for quality assurance, productivity, and customer satisfaction• Maintain knowledge of Trustmark products, policies, and services• Perform additional duties as assigned
Requirements
• High school diploma or equivalent• At least 2 years of customer service or contact center experience• Bilingual English-Spanish speaking a plus• Positive attitude and enjoys helping others• Strong attention to detail and problem-solving ability• Excellent written and verbal communication skills• Proficient in Microsoft Office suite• Ability to remain calm in highly stressful situations• Four-year college degree strongly preferred• Banking or other financial institution experience preferred
Key Skills Needed
• Positive attitude and enjoys helping others• Strong attention to detail and problem-solving ability• Excellent written and verbal communication skills• Proficient in Microsoft Office suite• Ability to remain calm in highly stressful situations