Customer Care Representative I

Peoples Bank • Louisville, KY

13h • Onsite

About The Position

This role is responsible for delivering exceptional service to customers regarding consumer banking products. The position involves identifying customer needs, providing product/service information, and researching and resolving customer questions or concerns. The ideal candidate will be a team-oriented individual with strong attention to detail, excellent communication skills, and effective time management abilities.

Requirements

• 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.
• Trustworthy and confidential behavior is essential in this role.

Nice To Haves

• 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.
• Bilingual abilities are a plus.

Responsibilities

• 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.
• Will perform special projects as assigned.

Benefits

• 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
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees