June 18, 2021
There are many factors that keep Ohio Valley Bank running. From shareholders to board members, OVB is able to continue operating as an independent, community bank. Another factor that keeps the bank going? Our team of dedicated, community bankers.
In this edition of OVB Spotlight, we are introducing our call center team. The OVB Call Center is a huge resource as they assist customers from both near and far. When customers call OVB, they know they will speak to their community bankers rather than outsourced staff. The call center also works diligently to assist customers with a variety of banking needs. During the pandemic where many customers opted for contactless banking services, the call center was an essential part in helping the bank continue with day to day operations.
Get to know your OVB call center team:
Kristin Sergent, call center supervisor/bank card manager, has been part of the OVB team for 13 years. She began her career working in the branches before accepting a position in the call center, where she has worked for the past eight years. Sergent described her responsibilities as providing management for the call center representatives as well as the daily functions of the bank card department. While she enjoys her job, Sergent described working in her community as her favorite thing.
“Serving those from my hometown is the most rewarding part of my job,” she said.
In her spare time, Sergent likes shop online and locally to support area businesses. She enjoys going to the park and spending time with her husband, daughter, three dogs and two cats. Sergent also currently fosters a newborn baby boy.
Kimberly Broyles, call center specialist, has worked with OVB for eight years, with four years spent in the call center. Broyles described her primary responsibilities as assisting her fellow call center agents as well as working with customers on a wide variety of banking needs. She described helping customers resolve issues as the most rewarding part of her job. Broyles also is a member of the bank’s Veteran’s Action Committee, which does work to benefit veterans in OVB’s home communities .
Outside of work, she enjoys time with her husband, son and three dogs.
Bridgett Garrett, call center specialist, has been a member of the call center team for nearly four years. Along with assisting customers and her fellow call center agents, Garrett described making people happy as the best part of her job.
“Hearing a smiling voice on the other end of the call because you assisted the customer with all of their banking needs is rewarding,” she said.
In her spare time, Garrett enjoys evening golf cart rides as well as spending time with her daughter, son, dog and cat.
Andrea Whaley, call center specialist/bankcard representative, has been part of OVB for a total of three and a half years. She has been a member of the call center team for two years and has worked in the bankcard department for five months. Her mornings are spent working on debit cards, while she works in the call center in the afternoon.
“Helping customers with their banking needs is the most rewarding part of my job,” Whaley said.
Outside of work, Whaley gardens and does yoga. She also enjoys spending time with her husband and their dog.
Cathy Roach, customer support representative, has been with OVB for three years and nine months. From taking calls to assisting customers on travel alerts and account balances to ordering debit cards, Roach described helping people as the best part of her job. When she isn’t working, Roach enjoys spending quality time with her family, which includes two daughters, one grandson and two dogs. She also is looking forward to welcoming her new granddaughter this August.
Ashleigh Bennett, customer support representative, has worked with OVB for four years. She has spent the past two years in the call center.
“Getting to know several different customers from different areas and knowing that they trust me to assist them with their banking is the most rewarding part of my job,” Bennett said.
Outside of the call center, Bennett volunteers as a coach for the Mason County Soccer League. She also volunteers at various tournaments and events at the Shawnee Sports Complex. In addition, Bennett holds a USSF Ref License, which she uses to referee area soccer games.
She also enjoys photography, playing on her church’s softball team, attending church and spending time with her three brothers and dog.
Georganne Cooper, customer support representative, has worked in the call center for the past three years. Like her coworkers, Cooper described assisting customers and helping them solve issues as the best part of her job. Outside of work, Cooper is active in coed softball, where she also umpires games. In addition, she likes to kayak with her family as well as volunteer for various area sports programs. She also enjoys spending time with her husband, son, dog and cat.
Amanda Diehl, customer support representative, has worked for OVB for one year. Like her coworkers, her daily duties include assisting customers with a variety of banking needs.
“Helping customers each and every day, especially the customers who are having issues that you can resolve on the first call, is the most rewarding part of my job,” Diehl said.
Outside of work, Diehl raises Nigerian dwarf goats on her small Ohio River farm. She also gardens and enjoys antiquing as well as spending time with her husband, son, three dogs and 30 goats.
Christine Griffith, customer support representative, has worked with the call center for five months. Like Diehl, she also described solving problems for customers as the best part of her work day.
“Helping a customer achieve something they were struggling with for awhile is rewarding,” Griffith said.
In her free time, Griffith enjoys being with her family, friends and kitten.
Darian Litchfield, customer support representative, has been part of the call center for four months. During her time at OVB, working with customers has made her feel very connected to the area.
“What I love most about my job is being able to converse with customers and getting to know them and knowing that I am providing them with great service,” Litchfield said.
When she isn’t assisting customers, Litchfield enjoys watching Netflix, fishing and spending time with friends and her dog.
Kristen Queen, customer support representative, joined the call center team this past March. As part of the call center staff, Queen also works daily to help customers with a variety of banking concerns.
“The most rewarding part of this job is being able to assist our customers with their banking needs and being part of an amazing company focused on helping the community,” Queen said.
When she isn’t working, Queen enjoys spending time in nature, listening to music and podcasts, and hanging out with her friends and family, including her two dogs and cat.
Bailey Shockey, call center representative, has been part of the call center team for just over two months. She already takes pride in helping customers with any banking issues they may have.
“The best part about my job is being able to make someone’s day when they’ve had a bad one,” Shockey said.
When she isn’t working, Shockey likes to spend time at the park and the lake. She also enjoys being with her fiancé and daughter.
Our call center team is dedicated to keeping OVB’s Community First mission alive by providing a personalized level of support to each and every customer.
Stay tuned for future editions of OVB Spotlight to get to know more of your community bankers.