Lots of talk about "Customer Service" with no follow through.
Pros
- as a former M&I employee, some branches still embraced the M&I culture... which was actually "providing" customer service to our clients. These were the best branches for great work culture. - legacy M&I managers are AWESOME, understanding, and very helpful. They roll their sleeves up and do the hard work with the branch team... they are caring about your career goals... this is no longer the full truth.... - the old M&I policy and procedure manual was gold. If you ever felt unsure about what to do next - the answers were right there in black and white. the tools were there to do our jobs... it was rewarding. i loved it.
Cons
- not giving employees the tools to do their job. training lacked when BMO took over M&I. - no follow through on customer service requests. employees have the hardest time getting follow through on customer service requests for the customers... it gets lost in black holes and you have to send the customer off with a "HOPE this all works out the way we want it to!" and not really knowing if you were actually able to HELP the customer. - bank fees on high money accounts (because "we" switch the account type on the customer") - no more "work up the pipeline to success" in the workplace. felt very "stuck" in my position. - # help line ... don't get me started... banker-line and customer-line phone service was like talking to a rock. i actually had a customer service rep tell me, the banker, that "this isn't M&I anymore, honey." when i was trying to understand the "new" way that we had to process the customer service request.... mind you my customer was sitting at my desk and had thousands of dollars of fraud on her account and i did not want to cause ANY delay in getting this taken care of for her. (again ... they talk big about customer service but they have no idea what customer service is!)
