Chaos Sailing In A Sea of Uncertainty
Pros
The only pros were my piers. The people who work alongside of me were the best. These were single moms, fathers and individuals working two other jobs at a time. My peers are friendly and professional and did your best with very little support from management.
Cons
In my interview they promised me a state of the art training facility. What we all got in training was a windowless room in the basement with poor ventilation and manila paper taped to the wall for projection screen, a lap top with a cheap projector propped up with books. In the interview they promised me tremendous benefits, wonderful training great chances for advancement, tremendous pay and work environment etc. etc. My interview was in May 2017. My interviewer said they would be adding more call center reps by August 2017 and we would be up to 400 CSR's by then. We were going to be the largest call center of all three. What I received were lousy benefits with a high premium a massive deductible. They misled us about being paid a shift differential for 2nd shift...it turns out that 2nd shift doesn't start at 3pm but at 5pm. So, I was paid a standard rate of pay from 3pm to 5pm. Shift differential didn't kick in until 5pm which lowered my overall hourly pay averaged out over 8 hours. Training was truly only a few days and we were thrown into the phones. Three days isn't long enough to learn your A,B,C's so how do they expect call center customer service reps to learn 20 systems and all the bank products in three days when it took took the trainer 30 years to learn everything? Complete madness. After 60 days in the phones our call volume jumped from 20 customers in que to 160 with a hold time of one hour which is insane in the call center industry. When I asked my "supervisor " why she said, "Oh! Well, um we have a lot of people out on vacation and Oh, they closed the call center in Holland, Michigan. " So after 60 days as an employee they closed one call center and laid off 129 people. Then all of a sudden important support departments that we would call for questions about customer loans and another Dept. We called just to get help with general questions we didn't know the answer to were shut down until further notice. Then one day our floor "supervisors" started to refuse to take escalated calls. That's when a customer gets so upset that they ask for your supervisor. One time I asked my "supervisor " to take a call and she said, and I quote, "I am sorry. I am not taking another supervisor call. If I do I am afrai I will say something that I will regret . You're going to have to handle it yourself. I was dumbfounded. In all my professional "career" I have never heard someone openly neglect their duties and refuse to do their job. Ever. Not once but a Huntington they do and they did. One day I got called off the floor and into a training class. We were told that we had to learn how to sign customers into Online Banking. You know, help people create user ID's and passwords so they could do banking through huntington.com. The trainer said it was easy and her sales pitch was, "It's actually going to reduce your talk time." Oh come on! I had one call with an elderly gentleman who had a man iphone and the call lasted an hour because he didn't know how to operate his phone and his vision was bad. My talk time for that day alone was more than twice what it should have been. People in my training class got promoted six weeks after getting out of training. My "supervisor " became supervisor a few months after being in the job and had no, "0" supervisory experience. Not even a college degree. So, if you're inexperienced I guess you can get promoted but they are putting people into positions of authority who have no right to have been out there.
