Call Center Representative II
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Job Description
Call center representative resolving high-volume customer inquiries for Trustmark, a wellbeing-focused benefits company. Processing profile changes, documenting interactions, and coordinating issue resolution with internal teams.
Responsibilities:
- Respond to a high volume of inbound client/customer requests and inquiries
- Provide information and process basic customer profile changes
- Direct requests to other functional business teams
- Provide alternatives and options during phone calls
- Gather information and make appropriate decisions focused on first call resolution
- Document customer interactions in the appropriate systems
- Resolve client/customer inquiries and requests over the phone
- Determine root causes and resolve client/customer issues
- Communicate with internal departments as necessary
- Enter semi-routine client/customer updates into the appropriate system
Requirements:
- High School Diploma or GED
- 2–4 years of related experience
- Ability to respond to a high volume of inbound client/customer requests and inquiries
- Basic understanding of business rules, products and procedures
- Ability to determine root cause and resolve client/customer issues
- Ability to communicate with internal departments as necessary
- Ability to enter semi-routine client/customer updates into the appropriate system
- Ability to gather information and make appropriate decisions focusing on first call resolution
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- 401(k) plan
- Employee Assistant Program
- Back-up Care for Children, Adults and Elders
- Health and wellness initiatives
- Wellness program enabling employees to participate in health initiatives to reduce insurance premiums
- Bonus eligibility
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