Customer Care Representative I

About the role

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.

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.

Benefits

• 401(k) retirement plan with an employer match.
• Employee stock purchase plan.
• Variety of education assistance programs such as student loan and tuition paydown/reimbursement.
• Paid vacation.
• Paid holidays.
• and much more.

Pay

Compensation is commensurate with experience.

Schedule

8:00am – 7:00pm EST Monday-Friday, 8:00am – 5:00pm EST Saturday.

Application Instructions

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.