Note: The job is a remote job and is open to candidates in USA. Trustmark is committed to improving wellbeing for everyone through a culture grounded in equality, trust, diversity and inclusion. The Senior Customer Service Representative responds to high-volume client and customer inquiries, resolves complex issues and escalations, processes profile updates, documents interactions, and coordinates with internal teams. The role also mentors new hires, supports projects, and provides backup for administrative processing.
Responsibilities
- 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
Skills
- High School Diploma or GED with 4 – 6 years of related experience
Benefits
- Bonus eligibility
- Health, dental, and 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 their insurance premiums
Company Overview
Company H1B Sponsorship