Customer Contact Representative I

Location

 

US-MS-Jackson

 

 

 

Job ID 

2026-19637  

 

Category 

Call Center  

 

Type 

Regular Full-Time  

 

Job Grade 

4  

 

FLSA Status 

Non-Exempt  

 

Working Hours 

M - F 9a - 7p & Sat 9a - 2p  

 

 Job Location: Company  

Customer Contact Center - 10112

Overview

 

 

 

The Customer Contact Representative I is responsible for professionally responding to inquiries regarding personal account information, related products, services provided in an inbound contact center. Focuses on driving high quality service experience by effectively listening, understanding, and satisfying customers' needs. 

 

 

 

 

Responsibilities

 

 

 

Handle incoming call, email, and chat inquiries regarding various aspects of personal accounts, loans, related products, and services

Provide explanation of account information regarding transactional outcomes such as balances, pending or settled charges, and applicable fees.

Fulfill requests regarding transactions and operational tasks, including check orders, load stop payment, money transfer and research as needed.

Increase customer awareness of existing self-service features and benefits in the best interest of the account holder to enhance overall banking experience

Escalate complex or unresolved customer situations as needed

Guide customers through basic troubleshooting procedures to remove any obstacles affecting ability to properly access a product, service, or important information

Meet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfaction

Maintain current knowledge of Trustmark products, policies and services while remaining knowledgeable of standards and minimizing risks

Perform additional duties as assigned.

 

 

 

 

Qualifications

 

 

 

Must have a high school diploma or equivalent

At least 2 years of customer service or contact center experience

Bilingual English-Spanish speaking a plus

Possess positive attitude and enjoys helping others

Strong attention to detail and problem-solving ability

Excellent written and verbal communication skills

Proficient PC skills including Microsoft Office suite

Ability to remain calm in highly stressful situations

Four-year college degree strongly preferred

Banking or other financial institution experience preferred

Physical Requirements/Working Conditions: Must be able to sit or stand for long periods of time and use computer keyboard and/or mouse, while viewing computer screens. Must be able to lift at least 20 pounds in order to process boxed or bagged coins.

 

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.

Trustmark Bank does not accept unsolicited resumes from agencies and/or search firms for any job postings on this site. Resumes submitted to any Trustmark Bank employee by a third-party agency and/or search firm without a valid, written search agreement signed by Trustmark, will become the sole property of Trustmark Bank. No fee will be paid if a candidate is hired for a position as a result of an unsolicited agency or search firm referral.

 

EOE/M/F/V/D