Do you like being treated like garbage? This is the place for you!
Pros
The coworkers I had were amazing, and I could never ask for a better family. The relationships I made will last a lifetime. I also feel like I got a real education from working there, I started working at PenFed shortly after I graduated high school and don't think I would have learned the skills I got here anywhere else.
Cons
Honestly there are so many cons to working at PenFed especially when you are out of the starting position as a Member Service Representative. I worked at PenFed as a Senior Member Service Representative which was a supervisor role, taking on many tasks. When The executive team changed my position no longer felt like a supervisor role. We (roughly 15 people in this position) were held to the same statistic goals as MSRs were, with little to no time each day on the phones to meet these stats. It was nearly impossible to meet the standards set for us, as we had many other tasks to complete throughout the day. When the reality that we were unable to reach these goals was brought to the attention of executives we were told “well if you spent more time taking member calls your stats would be better” then when we started taking more calls, our other duties were being neglected and then that issue was addressed with the same attitude. The COO was supposed to come in and evaluate the positions to see how the company could “better serve our members” but then is standing behind at least 1-2 mergers a month totaling 10,000-40,000 new members A MONTH, but not hiring any more representatives to take calls, making wait times 20 minutes. How is this better service? The solution to this problem and the high turnover for employees was to change the pay structure for MSRs, and only for MSRs. In an attempt to keep MSRs from leaving their position, they increased their pay, great idea right? Yeah it was great for the MSRs, but keep in mind they were making more money than their supervisors… so the answer to that problem was to replace the supervisors with “MSR2” which is a position MSRs would “evolve” into. They told us that as a supervisor we could either stay in our position as a senior, not make any more money and not ever promote, because to promote you have to be an MSR, or we could get our stats up by neglecting our work to be on the phones, and then we could demote ourselves to an MSR and start at the same level as someone who has been at the company for one day. It seems as if the board has no clue this is happening. It seems as if they have given the task of making our members happy, so in her trying to do that the COO is tearing the company apart. The worst part about all of this is that the managers, who literally give their lives to the company are blamed for it all. They are told they are not doing enough work when they are working all the time. There was not a day I got to work before my manager and most times they left after I did, and the executives dont't seexec they doesn’t see what they do because she cannot put a number on their work,the COO cannot say “they sold 17 checking accounts this month and did 47 auto loan applications, and took 45 new credit card apps” so they don’t matter to her. All anyone is at PenFed is a number. How much do you produce? How much money are you making me? Do I get to bonus this year? Do I get a new boat? There are only so many things you can say about a company so terrible and this doesn’t even begin to break the surface. Changes need to take place Within the executive tean. You cannot provide good member service, when you treat your employees like garbage and expect them to take it. I never once felt like my direct manager was not doing enough for me, or anyone else at the company, and could never imagine anyone better to work under. Every day, the managers are told they are not doing enough. Don’t you think if every day you’re told you can’t do something, you start to believe it? That is how the company is run.
