Customer Success Analyst

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

Serves as the dedicated, single point of contact for pooled producer accounts. Responsible for management of post-implementation service items, ensuring that producers and their clients are getting the most out of Trustmark’s products and services. Also, responsible and accountable for the overall customer satisfaction for their pooled accounts.

Key Accountabilities

• Serve as the named single point of contact for pool of producer relationships for all post implementation service requests and issues– goal is to resolve the item completely the first time.

• Triage inquiries/issues in order to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item. Involve appropriate level of management to assist on multi-departmental and escalated/complex issues.

• Responsible and accountable for tracking, reporting and achieving Service Level goals. Make recommendations that will improve the service results.

• Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.

• Responsible and accountable for Customer Effort, and Satisfaction for assigned relationships

• Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams

• Other duties as needed/assigned.

Minimum Requirements

• Bachelor’s degree in business related area or 3+ years’ experience in the insurance or voluntary/worksite fields

• Proficient in MS suite of products and Outlook

• Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit.

• Demonstrated high level proficiency in the following areas:

• Collaborating on and influencing outcomes through others with or without direct reporting authority Resolving issues think creatively and negotiating beneficial outcomes.

• Excellent oral/written communication skills Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner.

• Demonstrated knowledge and proficiency in customer-facing communication methods and techniques.

• Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship.

Preferred

• Working knowledge of voluntary administration including premium billing & administration, eligibility, claims and payroll deduction and service model.

• Proven ability to lead projects to successful completion.

• Contact Center Skills

• Management or Leadership experience

Brand: Trustmark

Come join a team at Trustmark 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.

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.