Customer Care Representative I

Build Your Future Here:

Thinking of changing jobs or starting your career at a growing company with an award-winning culture? Well, you are in the right place. Join us on our journey to being the Best Community Bank in America. Our motto is Working Together. Building Success. and by joining Peoples Bank, we will work together to help you achieve your career goals, just like we help thousands of clients reach their financial goals.

Peoples Bank is one of the largest 150 banks in the United States with 130 full-service bank branches in Ohio, West Virginia, Kentucky, Virginia, Washington D.C. and Maryland. We also have Specialty Finance offices in Minnesota, Missouri and Vermont. Peoples Bank prides itself as a community bank and dedicates its resources to improving our communities. The Peoples Bank Foundation celebrated its 20th anniversary in 2023, donating over $7 million to local organizations since its inception.

We are proud to share national accolades that celebrate our company culture and recognize us as a great place to bank:

• American Banker Best Banks to Work For in 2021, 2022, and 2023
• Top Workplaces USA national award in 2022, 2023, and 2024
• Newsweek's America's Best Banks 2023, and 2024
• Newsweek's America's Greatest Workplaces for Women 2025
• U.S. News & World Report's Best Companies to Work For in Banking and in the Midwest 2024-2025

At Peoples Bank, we know that there is more to life than work. But we also understand that the quality of the work environment and employee benefits can greatly impact an associate's life. That's why we seek to create a great benefits package for our associates including: 401(k) retirement plan with an employer match, employee stock purchase plan, various education assistance programs such as student loan and tuition paydown/reimbursement, paid vacation, and holidays, and much more. For full details of our benefits offerings, please visit: peoplesbancorp.com/about-us/find-a-career/

Our associates are each accountable for living the culture and values of the organization. This includes ensuring actions and behaviors create a positive and collaborative work environment, always acting with integrity and professionalism and providing extraordinary customer service. Our goal is for you to be successful; to that end being reliable in terms of ensuring you are at work on time and work your schedule as well as actively pursuing your performance objectives, will be fundamental in your contributing to the teams' success as well as the organization.

Job Purpose:

Responsible for delivering exceptional service to customers regarding consumer banking products. Identify customer needs, provide product/service information, research and resolve any questions or concerns that the customer may have. This role requires a team-oriented individual who is detail-focused, with strong communication and time management skills.

Job Duties:

• Handle inbound calls from external and internal customers, providing accurate and clear information about products, services, and policies.
• Maintain a friendly and professional demeanor, consistently demonstrating a positive, can-do attitude, and a readiness to assist.
• Perform various banking tasks such as money transfers, debit card orders/closures, loan payment processing, check orders, fee explanations, and addressing general banking inquiries.
• Diagnose and resolve issues with online banking and the mobile app by effectively guiding customers through troubleshooting steps without visual access to their screens.
• Collaborate with other bank departments to ensure seamless customer service.
• Adhere to call center guidelines, including call handling and wrap-up times, to maintain efficiency and service quality.
• Develop and maintain proficiency in bank systems such as IBS, Harland Clarke, Image Centre, Microsoft Outlook, Microsoft Teams, etc.
• Engage in active coaching sessions with peers, offering and receiving constructive feedback to promote overall team success.
• Work assigned shifts on a rotating basis to cover department hours, including potential extended hours for special projects.
  • 8:00am - 7:00pm EST Monday-Friday, 8:00am - 5:00pm EST Saturday.
  • Must be available to work on federal holidays, excluding major holidays such as New Year's Day, Memorial Day, Independence Day, Labor Day, Veterans' Day, Thanksgiving Day, and Christmas Day.
  • Must be willing to stay when needed for special projects.
• Will perform special projects as assigned.

Education, Job Skills and Qualifications:

• High school diploma, GED, or foreign equivalent required.
• College degree preferred.
• Previous call center and/or customer service experience is strongly preferred.
• Previous banking experience preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Proficiency in data entry and computer skills.
• Ability to work rotating shifts between 8:00am - 7:00pm EST Monday - Friday, and 8:00am - 5:00pm EST Saturday.
• Bilingual abilities are a plus.
• Trustworthy and confidential behavior is essential in this role.

Basic Qualifications:

• High school diploma, GED, or foreign equivalent required.
• Ability to work rotating shifts between 8:00am - 7:00pm EST Monday - Friday, and 8:00am - 5:00pm EST Saturday.

Equal Opportunity Employer M/F/Disabled/Vet;
If you are unable to complete this application due to a disability, contact humanresources@pebo.com to ask for an accommodation, alternative application process, or other inquiries.