Call Center Representative III

Trustmark’s mission is to improve wellbeing for everyone, grounded in a belief in equality and a caring culture. The company fosters a collaborative environment where associates feel respected, valued, and heard, and where diversity, inclusion, and authenticity are core to the workplace.

About the Role

Responsible for responding to a high volume of inbound client/customer requests and inquiries by providing information, processing basic customer profile changes, or directing requests to other functional business teams. Provides alternatives and options during phone calls; gathers information and makes appropriate decisions focusing on first‑call resolution; documents the customer interaction in the appropriate systems.

Key Accountabilities

• Researches and resolves a 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.
• Supports several blocks of business and multiple applications that administer those blocks.
• Determines root cause and resolves 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.

Minimum Requirements

• High School Diploma or GED with 4–6 years of related experience.

Pay

The compensation range for this role (based on the corporate location in Lake Forest, Illinois) is $24.99 – $36.11 per hour. The final salary offer will be determined based on location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for a bonus.

Benefits

• Health, dental, and vision insurance
• Life insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) retirement plan
• Employee Assistance Program
• Back‑up care for children, adults, and elders
• Health and wellness initiatives, including a wellness program that can reduce insurance premiums