Overview
The purpose of this job is to respond appropriately, timely, and accurately to the needs of Trustmark’s external and internal customers by answering questions and/or resolving problems involving loan accounts.
Responsibilities
- Assist external and internal customers with accounts, which includes resolving loan account issues by submitting appropriate maintenance documentation for input to loan system; verifying, quoting, accepting and faxing pay offs; and processing overpayment for customers.
- Process and balance loan transactions and payments.
- Analyze, conduct research of bank records, and proactively resolve less complicated loan account requests/issues received directly or by referral from Customer Contact Center.
- Monitor and correct matured loans and credit line reports as well as reviewing credit line problem statements as alerted by system prior to statement mailing.
- Distribute route work.
- Perform additional duties as assigned.
Qualifications
- High school education/GED and two years customer service experience
- Basic knowledge of customer service procedures and techniques (2 years experience)
- Functional loan knowledge such as calculating interest, loan-billing transactions, problem solving, balancing transactions, etc.
- Knowledge of how to effectively handle a high volume of external and internal inquiries and demands
- Ability to comprehend/interpret questions involving loan accounts and articulate/communicate effective written or verbal response
- Ability to recognize barriers to customer satisfaction; proactive in eliminating/overcoming barriers
- Detail oriented with an emphasis on accuracy
- Computer skills
- Time management principles to prioritize workload
- Ability to work well under pressure and within tight deadlines
- Ability to accurately batch, balance, and process loan transactions
Physical Requirements/Working Conditions: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.
Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.
Trustmark Bank does not accept unsolicited resumes from agencies and/or search firms for any job postings on this site. Resumes submitted to any Trustmark Bank employee by a third-party agency and/or search firm without a valid, written search agreement signed by Trustmark, will become the sole property of Trustmark Bank. No fee will be paid if a candidate is hired for a position as a result of an unsolicited agency or search firm referral.
