Call Center Representative III

About Trustmark

Trustmark is focused on helping improve wellbeing for all. The organization is built on fairness, care, and a culture of trust, where people are respected, valued, and heard. It emphasizes collaboration, inclusion, and a workplace where employees can be authentic while contributing ideas that help colleagues, clients, communities, and businesses thrive.

Role Summary

This position handles a large volume of incoming client and customer contacts. The role involves answering questions, sharing information, making basic updates to customer profiles, and routing requests to the right internal teams when needed. It also requires offering options during calls, gathering the right details, aiming for first-call resolution, and accurately recording each interaction in the proper systems.

Key Accountabilities

• Investigate and resolve a high volume of complex customer questions and escalations by applying a solid understanding of company rules, products, and procedures.
• May assist in retaining customers or clients who are considering leaving.
• Support multiple business areas and several applications used to manage those lines of business.
• Identify the underlying issue and work with internal departments to resolve client or customer concerns.
• Enter semi-routine and non-routine updates into the appropriate system.
• Act as a helpful resource for the team and provide guidance to new hires.
• Take part in projects within the department and across departments.
• Provide backup support to the administrative processing team when call or work volumes rise.

Minimum Requirements

• High school diploma or GED.
• 4 to 6 years of relevant experience in a related role.

Compensation

The pay range for this position, based on the corporate location in Lake Forest, Illinois, is $23.49 to $33.94 per hour. The final offer will depend on location, qualifications, experience, skill set, and other relevant factors. This role may also qualify for a bonus.

Benefits

Employees may receive a comprehensive benefits package that includes medical, dental, and vision coverage; life insurance; FSA and HSA options; a 401(k) plan; an Employee Assistance Program; back-up care for children, adults, and elders; and a variety of health and wellness programs. A wellness initiative is also available to help employees lower their insurance premiums through participation in health-related activities.

Equal Opportunity

The employer is committed to building a diverse workforce and provides equal employment opportunity regardless of disability or protected veteran status.