PARKERSBURG — The Customer Care team at United Bank has been named Service Team of the Year in the National Customer Service Association 2025 All-Star Awards, the bank announced.

United competed against organizations representing education, financial services, health care, and nonprofits and earned the No. 1 spot in the group or team category.

All-Star Awards recognize individuals and teams going above and beyond to deliver exceptional service to internal and external customers. The Team of the Year award honors a group that “lives service excellence on a daily basis.”

Winners are evaluated using key performance indicators (KPIs) and real-world examples of customer service excellence.

“United’s commitment to providing excellence in service extends beyond just banking. We strive to provide the best possible service in every interaction, making sure customers feel welcomed, significant, and engaged,” said Janelle Nixon, senior vice president and director of Customer Care at United Bank. “This award reflects both the dedication of our Customer Care team as well as United’s unwavering commitment to putting customers’ needs first.”

The global Customer Service Association advances service excellence through professional development, certifications and training. Since 2012, its All-Star Awards have celebrated how service professionals bring empathy, excellence, and innovation to their work.

Categories include Service Person of the Year, Contact Center Representative of the Year, Service Volunteer of the Year, Service Team of the Year and Service Organization of the Year.

“The 2025 nominations represented some of the most inspiring stories of service we’ve ever received,” said Wes Tindal, chief operations officer for the association. “Every finalist demonstrated a deep commitment to their customers, communities, and colleagues. This year’s winners embody the very best of what service leadership looks like.”

United’s Customer Care team includes three call centers in Charleston, Parkersburg and Whiteville, N.C., and a dedicated email response team. The service model ensures customers receive a high standard of service whether by phone, online or in person.

The team’s mission is to make a positive difference by going the “2nd mile” for customers and leading with empathy.

“At United, 2nd mile service means going above and beyond for customers, going two miles when asked to go one, by creating memorable experiences through creative problem-solving. We continually look for ways to say ‘Yes’ and find solutions that work for our customers,” Nixon said. “It is an honor to be recognized as NCSA 2025 Service Team of the Year, and we look forward to continuing to deliver exceptional service to our customers.”

United Bank is the largest publicly traded company headquartered in West Virginia and has assets of about $33 billion and more than 240 offices in West Virginia, Virginia, Maryland, North Carolina, South Carolina, Ohio, Pennsylvania, Georgia and Washington, D.C.