Trustmark Looking for Call Center Representative III – Care (Remote) at United States Full Time

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.

Voluntary Benefits (Voluntary), a Trustmark company, is seeking a Call Center Representative III (Remote) to answer client service calls accurately and effectively and to proactively address and quickly resolve all inbound customer inquiries. To be successful in the role, you must be able to think on your feet and plan ahead while working with customers in order to find solutions quickly and accurately while providing quality customer service.

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.

Qualifications

• High School Diploma or GED with 4 – 6 years of related experience.
• Must be able to work Monday – Friday: 9:45 am – 6:00 pm CST.
• Proficiency in MS office, including Outlook, Word and Excel are required.
• Prior experience in insurance or employee benefits operations a plus.
• Strong customer service skills including the ability to establish rapport with customer while maintaining a commitment to customer satisfaction.
• Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between many systems/screens while assisting customers on the phone.
• Must have experience working in a performance measured environment with quality metrics.

Come join Trustmark! Join a team that will not only utilize your current skills but will enhance them as well. Trustmark benefits include 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 the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

Required Skills

Required Experience