Senior Customer Service Representative

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

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.

Key Accountabilities

• 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.

Minimum Requirements

• High School Diploma or GED with 4 – 6 years of related experience.

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

$24.99 - $36.11 per hour

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.