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Trustmark Bank

Customer Contact Representative I

Ridgeland, MS, United States

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Job details

Apply by: Oct 15, 2027
Experience: At least 2 years of customer service or contact center experience
Posting language: English
Posted: Oct 15, 2026

Original job description

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

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More about this job

Skills

Research
Troubleshooting
Quality assurance
Customer service
Bilingualism
Attention to detail
Problem solving
Communication skills
Microsoft Office

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