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This is my story: Kellie Ortiz

By: Kellie Ortiz, Senior Manager, Customer Promise & Customer Care

Some people might have the wrong idea about customer service, or as we call it here at Trustmark: customer care and customer promise. They tend to think that our job primarily consists of fielding calls from upset customers or explaining the nuances of an insurance policy to a policyholder. However, our job is actually so much more than that.

Posted on May 04, 2018 in Critical Illness Customer Service

Demonstrating care throughout the customer ecosystem

By: Ann Freeman, Executive Director, Marketing, Trustmark Voluntary Benefit Solutions

We’re all familiar with the term “the customer is always right” and many leading brands have made the customer experience the centerpiece of their mission. Yet the term is predicated on a transactional relationship; a belief that the customer knows what it is they want as well as the expected service. But, based on my experience in the insurance, benefits and financial services industries, I believe customers approach a company seeking guidance. And the way we go about offering our services is ultimately as crucial as what we ultimately offer.

Posted on October 26, 2017 in Customer Service Industry