Pros
Nice people, Friendly culture- lots of training and opportunity to get pay bumps, bonuses and promotions just by sticking around and doing your best. Great insurance and benefits.
Cons
During my time at Truist there seemed to be a lot of conflicting information coming down from corporate- so overall it just felt unpredictable. They kept changing metrics which affected our bonuses and performance reviews. When they started giving client surveys more weight everything started going downhill. A branch could get all tens on their surveys but a single survey rating 9 would completely affect the performance metrics. It was very discouraging. They put way too much weight on these surveys that had so many variables. Clients would be rating the branch based on an experience they had with the call center or a decision made that had nothing to do with the actual team members. Many clients were confused by the surveys- causing them to rate low when they meant to rate high. It wouldn't be so bad if the surveys were actually used to improve things rather than to give an excuse to reduce bonuses and payouts to the branch team... it was obvious that's what they were doing. This created a culture of fear- we would be spending more time trying to get our clients to give us a good rating than doing our actual jobs. It's just not a good time when one angry person could affect everyone's quarterly bonus.