This position involves being screamed at, your family being demeaned, being called names, being cursed at, and being threatened with physical (sometimes life-threatening) harm. There is no communication between departments. If another department doesn't like your request they respond back see your manager and send it to half the directors in the building. The liasons for the partners nitpick at contact forms that they make us send through multiple avenues in order to have the member speak to a representative at the branch. For some partners the branch or other departments will take all your information first because they have to report and record you calling them to their managers. All day long you will field calls from the branches and other departments though. Some of these calls will be from Branch Managers/Asst. Managers/Head Tellers asking a question about a card not working and they just closed the card account number and reissued the same number to a member. If you are asked where you are you can't lie....but if the member doesn't ask probing questions they have no idea they aren't speaking with a representative from their Credit Union. Everything is outsourced so member's usually won't get direct answers until 3-5 business days later or being transferred to other company's hoping that they can understand the person on the other side. Mobile Banking - outsourced, Bill Pay - outsourced (Malaysia), charged-off accounts - outsourced to a vm for a callback or lawyer, IT support - outsourced, half the staff - outsourced (contracted/temp). Everyday a policy is changing, either with one of the partners or S3 internally. This company will say they are focused on the member experience, but truly they are focused on how quickly you can take a call, how many calls you can take, and how much money have they made/saved.
As others have suggested there are some at the top who if they say something, it goes...no questions asked. Training has gone down hill and it is taken out on the newer reps as them not being a good culture fit or learning quickly enough. I know of a few people who didn't even make it out of training and were being let go because they couldn't grasp the encyclopedia collection worth of knowledge thrown at you. Most of the people being hired have a very limited knowledge of bankng/finance and fresh out of college with an art or humanity major. On average we lost 5-10 people a month spanning from entry-level employees all the way up to executives. After the CEO Pat Pritchard stepped down and the COO took over the company has not been the same. I once saw a bright future for this company, but that quickly turned into a sky full of storm clouds with uncertainity on whether its just going to rain or pour....
