Call Center Representative III

Trustmark National Bank - Des Moines, IA

Full-time - Entry Level

Des Moines, IA

Credit Intermediation and Related Activities

About the position

The Call Center Representative III at Trustmark is responsible for managing a high volume of inbound client and customer inquiries, providing information, processing customer profile changes, and directing requests to appropriate business teams. This role emphasizes first call resolution and requires a strong understanding of business rules, products, and procedures to effectively resolve complex customer issues and retain clients at risk of termination. The representative will also serve as a mentor for new hires and participate in departmental projects.

Responsibilities

• Respond to high volume of inbound client/customer requests and inquiries.
• Provide information and process basic customer profile changes.
• Direct requests to other functional business teams.
• Gather information and make appropriate decisions focusing on first call resolution.
• Document customer interactions in the appropriate systems.
• Research and resolve complex customer inquiries and escalations.
• Determine root cause and resolve client/customer issues, coordinating with internal departments as necessary.
• Enter semi and non-routine client/customer updates into the appropriate system.
• Serve as a team resource and mentor for new hires.
• Participate in departmental/interdepartmental projects.
• Provide back-up to the administrative processing area when volumes increase.

Requirements

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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) plan
• Employee Assistance Program
• Back-up Care for Children, Adults and Elders
• Health and wellness initiatives
• Wellness program that enables participation in health initiatives to reduce insurance premiums.