Working at penfed as an msr has shown me that the company is extremely behind Technologically. Upper management is disconnected and dont understand the role and what we have to do or deal with. It takes forever to get the simplest of task done. Even the members are complaining about how long everything takes and we're the first to get chewed out about it. The systems go down and the network gets extremely slow and we get held responsible. I feel like there is a ton of pressure to make goals, having goals is fine but they want you to be top on every goal , while trying to complete the training quizzes and e-learnings that they send us every few months. Calls are literally back to back every day, when do we ever get time to even do the trainings.
There is absolutely No growth. when it comes to the service centers your not going anywhere. There is a TON of favoritism and it shows hard work isn't getting you anywhere here. If you're not sucking up to anyone higher up then you won't go anywhere. The people who work the hardest and are striving every day to give perfection, get looked over and not recognized. But to them team spirit and dressing up nice is more important than hard work.
The micro management is extremely annoying and not needed. They walk up and down the aisles like wardens in the prison, saying" log in, its 8:57". They go to every single desk and tell the person to log in even though that person is either logged in already or is currently in the process of logging in. Its soooo annoying and irritating when they do this. We are all adults here not in Kindergarten. I'm pretty sure I can tell time. I was told that I would be scheduled to get my lunch as an hour, there are some days that we have to work mandatory 30 min lunch. I feel like we work so hard to service a ton of members per day and to take away 30 min of my lunch is completely not fair. The systems are extremely slow and prevent us from logging in and doing our work but we get penalized. If I'm on hold with another department and I'm waiting on a decision from them it counts against me. A lot of our work we have to either get an answer from other departments or our managers. Which means that My time to be on unavailable goes up which means that I'm not available to take any calls.
Most of Management is slow and they dont know what they're doing. I have spent time after time dealing with 1 supervisor in particular that doesnt know anything and doesnt do anything. I'm constantly fed the wrong information and it is given to the members. But they dont feel the need to correct this person. They think everything is fine and they're doing fine, but they are far from it. Management also pushes they're work into other people. They get paid all this money to do their own work and they just pass it on to people who have there own goals or numbers to make. All around this place has a lot of issues and they dont listen or try to change anything. Multiple people complain and speak up but NOTHING happens. We WANT change, we were promised new things but it was never delivered. I highly DON'T recommend working here.
