Customer Service Specialist I

Overview

The responsibilities of this position are to respond appropriately, timely, and accurately to the needs of Trustmark’s external and internal customers by answering questions and/or resolving problems involving loan accounts.

Responsibilities

• Assist external and internal customers with accounts, which includes resolving loan account issues by submitting appropriate maintenance documentation for input to loan system; verifying, quoting, accepting and faxing pay offs; and processing overpayment for customers.
• Process and balance loan transactions and payments.
• Analyze, conduct research of bank records, and proactively resolve less complicated loan account requests/issues received directly or by referral from Customer Contact Center.
• Monitor and correct matured loans and credit line reports as well as reviewing credit line problem statements as alerted by system prior to statement mailing.
• Distribute route work.
• Perform additional duties as assigned.

Qualifications

• High school education/GED and two years customer service experience
• 2 years of customer service experience
• Functional loan knowledge such as calculating interest, loan-billing transactions, problem solving, balancing transactions, etc.
• Knowledge of how to effectively handle a high volume of external and internal inquiries and demands
• Ability to comprehend/interpret questions involving loan accounts and articulate/communicate effective written or verbal response
• Ability to recognize barriers to customer satisfaction; proactive in eliminating/overcoming barriers
• Detail oriented with an emphasis on accuracy
• Computer skills
• Time management principles to prioritize workload
• Ability to work well under pressure and within tight deadlines
• Ability to accurately batch, balance, and process loan transactions

Physical Requirements/Working Conditions: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

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.

 

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