the bank encourages false positivity. employees are coached to use more ! when communicating with each other and customers.
Support from management
we are in two chats at one time. it is very difficult to locate a supervisor active in chat and/or get one to respond when you reach out by skype. we are spread over multiple locations
employees are known to use sex to get ahead
Attitude towards older colleagues
older employees are made to feel they are out of touch with the new digital banking
Overall compensation for your work
tasks that previously were only assigned to associates with a higher grade level and pay are now being given to lower calssified employees with no extra pay. they ask associates to 'volunteer' and advise them it will 'look good for them'
Office / Work Environment
the current customer care center is extremely noisy
fees are horrendous and although the bank says they care there is no empowerment to do anything other than what the system algorithm allows
no position is stable. an entire department was recently blind sided being advised they were sold, associates and all, to another company
Inclusive / Diverse
anyone that speaks up is labeled/branded as being negative. The bank wants only 'yes men'
Suggestions for improvement
- Most of our dept is numbers driven. While there are goals for emails per hour, chats per hour etc., employees that are shorting customer service in email by only telling customers to call our at the top of the performance list for their numbers. No one is actually looking at their replies to realize they are not helping customers at all but answering higher number of messages by not helping and referring them to call. In chat representatives transfer to other queues to dump more difficult chats. Supervisors need to be more pro-active with addressing these short comings and prevent the employees from 'engineering' their star performance ratings
What I like about the company
The option to work from home is the only thing that makes the job worth keeping.
What I dislike about the company
the customer facing employee is hung out to dry. Our technology is sub standard and when there are delays in accessing information it is the associate that suffers with stats. The only statistic that is every adjusted is adherence when we can't log in properly but there is no allowance made when outages affect the speed with which customers can be serviced. Chat consultants are chatting with 2 customers at once every minute they are in chat which is over 85% of shift after break/lunch or meeting. While this may be fine for some services such as utilities and cable, it is unrealistic when it comes to banking. The bank calls us universal agents however we are not fully trained in specialty services such as credit card, loans, online banking etc. They want customers kept 'in channel' in chat but won't force specialty trained consultants in these areas to chat. They expect chat consultants to service all aspects without any possibilty of being able to know everything about checking, savings, money markets, online banking, bill pay, Zelle, POPMoney, transfer funds, external transfers, internal transfers, credit cards, loans, business banking, opening new accounts, overdrafts, service charges, debit cards, card transaction disputes, ACH disputes, etc.