Virtual Center Team Lead

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 has donated over $8 million to local organizations since its inception in 2003.We are proud to share national accolades that celebrate our company culture and recognize us as a great place to bank and work:American Banker Best Banks to Work For in 2021, 2022, 2023, 2024 and 2025Top Workplaces USA national award in 2022, 2023, 2024, 2025 and 2026Newsweek’s America's Greatest Workplaces 2024, 2025 and 2026Forbes America’s Best Banks 2024 and 2025Forbes Best-in-State Banks 2020, 2021. 2025 and 2026TIME’s America’s Growth Leaders 2026 award winnerAt 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, 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: This position is responsible for the leadership and management of the ITM/Virtual Teller Department to ensure a high-quality customer experience. Will directly supervise the Virtual Teller team and the management of the fleet of Interactive Teller Machines (ITMs) across the Bank’s footprint. Will analyze performance metrics of team and fleet, implement strategies for improvement while ensuring compliance with policies and procedures. Will be responsible for the achievement of team goals by coaching and developing both new and experienced tellers, teaching new skills, expanding knowledge and creating extraordinary client experiences. The Virtual Center Manager will ensure excellent service is provided to customers in accordance with Peoples Bank policies through the Interactive Teller Machine Virtual Center. Will be the escalation for resolving complex customer service and ITM fleet issues. Will assist in processing teller transactions and maintenance requests and introducing clients to bank products and services as needed.Will be expected to work flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center.Job Duties: Responsible for the leadership and management of the ITM/Virtual Teller Department. Duties include recruiting, hiring, coaching, development, training and performance monitoring and feedback including disciplinary action when applicable. Responsible for the preparation and delivery of quarterly and annual reviews of direct reports.Will ensure exceptional customer service levels by both the team and the ITM machines., while adhering to operational standards.Ensure proper education and training of team on expected duties and policies and procedures including timely updates as they occur.Will be responsible for ensuring a collaborative working environment for team in alignment with Peoples Bank culture and values.Management of the overall service levels of the fleet of ITMs across the Bank’s footprint in collaboration with the operations specialist.Will be responsible for the analysis and review of team and fleet metrics that include call times, missed call prompts, and transaction to ensure effective operations of department. Will analyze department and fleet data and service levels to identify patterns of effectiveness or improvements required. Define strategies and provide recommendations for process improvement to enhance efficiency and customer service levels.Responsible for consistent monitoring ITM fleet throughout workday. Will maintain effective knowledge of ITM fleet to troubleshoot system problems. Responsible for service call escalation as needed to provide timely resolution. Must ensure prompt follow up to avoid down times that effective customer service.Will work in conjunction with Regional Manager to set goals, monitor progress, and make necessary adjustments to achieve exceptional results.Will lead and facilitate meetings with internal partners and third-party vendors.Attend regional calls to provide updates and metrics related to the department.Remain current on changes with the legal, regulatory and technology environments.Will ensure the team delivers superior customer service with a friendly demeanor, can-do attitude, and willingness to help at all times through the Interactive Teller Machine Virtual Center.Maintain balancing and error records both individually and for the department in line with policy, with the ability to identify and correct outages. Will lead the resolution of the issue(s) which may include enlisted the help of internal departments.Will be the escalation for resolving complex customer service issues. Will provide problem resolution while maintaining a positive attitude.Develop and retain the virtual customer base, greet customers by name and have knowledge of account ownership.Will deliver efficient results by addressing client needs with minimal wait times.Receive checks and cash virtually for deposit to savings and checking accounts, verify deposit amounts, and examine checks for endorsement and negotiability.Maintain confidentiality of all customer business.Follow operational standards regarding security, risk management, and compliance.Complete all required training for bank and branch policies and procedures.Maintain effective working knowledge of the full range of products and services offered.Will perform special projects as assigned.Education, Job Skills and Qualifications:Associate’s degree or equivalent work experience required2 or more years of banking/financial services/call center experience required.2 to 4 years of leadership and management experience required.Strong understanding of call center operations and technology.Knowledge of industry-specific regulations and compliance standards.Strong analytical and problem-solving abilities.Exceptional communication and interpersonal skillsAbility to work in a fast-paced and dynamic environmentTrustworthy and confidential behavior is essential in this role.Positive and professional attitude.Punctual, present, and excellent work ethic at scheduled time(s).Will be expected to work flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center.Proven team player.Must be able to travel to attend internal education and meetings which in some circumstances may include overnight stay. Reliable transportation to arrive to and from ITM call center.Presentable via video chat/display while maintaining Bank and Retail StandardsBasic Qualifications:Associate’s degree or equivalent work experience required2 or more years of banking/financial services/call center experience required.2 to 4 years of leadership and management experience required.Will be expected to work flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center.Reliable transportation to arrive to and from ITM call center.Must be able to travel to attend internal education and meetings which in some circumstances could include overnight stay.Equal Opportunity Employer M/F/Disabled/Vet;If you are unable to complete this application due to a disability, contact View email address on click.appcast.io to ask for an accommodation, alternative application process, or other inquiries.