Customer Retention Specialist

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.

About:

the role Responsible for work associated with retaining customers. Receives re-routed calls from customers terminating contracts or services. Promotes good will, assess customer needs, and educates customers on value of products and services.

• Provides alternatives and options during phone calls.
• Conducts customer negotiations and reaches fair conclusions from both a business and customer perspective.

Key Accountabilities: Has a working knowledge of products and features, regulatory

requirements:

, and departmental standards and goals. Interprets policy provisions and possesses the knowledge of how our products are positioned in the industry. Retains customers by quickly identifying the customer’s needs, educating and restating the

benefits:

of their product and offering solutions to customer objections.

• Identify and implement process improvements across the division that can be assisted by, or taken over by retention, to increase customer retention opportunities.
• Leads replacement process, updates marketing materials and incorporates outbound calls to customers to attempt reversals of policy cancellations.
• Trains new hires and cross-trains established representatives, in Call Center and Administration on retention processes, procedures and best practices.
• Collaborates with the Marketing team to improve policy holder communications, with digital

experience:

as a focus, to improve retention efforts.

Minimum Requirements:

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

experience:

The

compensation:

range for this role is (based on the corporate location in Lake Forest, Illinois): $26.70 - $38.57 per hour The final salary offer will be determined based on factors such as location,

qualifications:

,

experience:

, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that

compensation:

is an important factor when considering a new

opportunity:

, and we strive to provide a competitive salary within the market. Brand: Trustmark In addition to

compensation:

,

we offer:

a comprehensive

benefits:

package that includes: 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 questions

about:

compensation:

and

benefits:

, please speak to the Recruiter if you decide to apply and are selected for an interview. Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. We are an equal

opportunity:

employer, including disability and protected veteran status. Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive.

Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives.

You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives. At Trustmark, you’ll be part of a close-knit team.

You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark

benefits:

from more than 100 years of

experience:

but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.