Before I get into these I want to clarify something: Based on the reviews I'm reading San Francisco and Beloit are two VERY different places. San Franciso is the corporate end of the company, and Beloit is the Member Services end, where work seems more laid back and life is easy going so long as you do what is expected of you.
Moving on, there are some legitimate concerns I have working here. One of which is how critical I see some people be of others' mistakes. The best thing to do when you see someone make one is to let them know so they don't do it again and then life goes on. However, when you work here you can get in trouble for doing that. If you have an issue with someone or you believe they should be doing something differently, you are supposed to report it to their supervisor. That's understandable. However, sometimes this feedback is not passed along, and the situation remains unchanged.
Then, some people tend to think that the person they work with just isn't fit for the job in some ways, and in some scenarios I've seen it cause them to be somewhat ostracized, all because some feedback isn't reported.
Another issue is between Tier 1 and Tier 2 representatives. Basically, if an issue with a member can't be handled by a Tier 1 rep, they are supposed to send it to Tier 2 which has their own process of handling member inquiries. The issue arises when Tier 2 submits feedback to Tier 1 saying that they could have technically handled it themselves, or they were missing some information before escalating the ticket to them. Feedback is all fine and good, but I've seen some Tier 2 reps be far too critical of certain mistakes. And then there comes a point when most Tier 2 reps will stop submitting feedback because it doesn't reach the Tier 1 rep or the rep keeps making the same mistakes with no recourse or reprimand. On the other side of the coin, Tier 1 has this sort of an deep-seeded animosity for Tier 2 because of how critical they can be over small things that leads them to ignore even valid and constructive feedback that could save them some hair-pulling during Quality Reviews. It's hard to get into it without going into heavy details, but the gist of it is that Tier 1 and Tier 2 are like two siblings arguing and poking one another in the back of the car while Management is driving the car, unaware of it all.
Despite these things, it's still a great place to work and we all tend to get along unless you get involved with stupid, petty office drama. I've been there, and I can say it's best to just avoid it as much as possible. Nothing but grief comes from it. Gossip is gossip, but don't get personally involved with anything or it could cost you or others their jobs.
