Senior Customer Service Representative

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $24 - $36 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Trustmark

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1913

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Trustmark is a benefits company that provides voluntary insurance products—including life, accident, critical illness, disability, and hospital coverage—alongside small-business level-funded health solutions and employer wellness services through its HealthFitness division. With more than 100 years of experience, Trustmark serves individuals, employers, brokers and providers, emphasizing personalized service, community involvement, and financial strength (AM Best A rating).

📋 Description

• 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 when appropriate • Provide alternatives and options during phone calls • Gather information and make appropriate decisions to focus on first-call resolution • Document customer interactions in the appropriate systems • Research and resolve complex customer inquiries and escalations • Apply business rules, products, and procedures to resolve issues • Retain clients at risk of terminating • Support multiple blocks of business and applications • Determine root causes and resolve client/customer issues in coordination with internal departments • Enter semi-routine and non-routine client/customer updates into the appropriate system • Serve as a team resource and mentor new hires • Participate in departmental and interdepartmental projects • Provide backup to the administrative processing area when volumes increase

🎯 Requirements

• High School Diploma or GED • 4–6 years of related experience • Strong understanding of business rules, products, and procedures • Ability to research and resolve high-volume complex customer inquiries and escalations • Ability to determine root causes and resolve client/customer issues • Ability to coordinate with internal departments • Ability to enter semi-routine and non-routine client/customer updates into appropriate systems • Ability to serve as a team resource and mentor new hires • Ability to support multiple blocks of business and applications

🏖️ Benefits

• Health, dental, and vision insurance • Life insurance • FSA and HSA • 401(k) plan • Employee Assistance 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 • Diversity and inclusion-focused workplace • Opportunities to grow your career