LEADERSHIP!!! Management has no direction from top to bottom. Do not, and I repeat, do not show a Manager a better and more efficient way to use a system that they feel they know 100% how it works. You will not get that, "thanks, for showing me that. I never knew that was how it worked." Instead, you'd be confronted with, "It must be a glitch in the system, AND you must've changed something to make it show you that." Lol I had to laugh at that too.
You can attempt a chain of command meeting. But that gets you absolutely nowhere. Nothing will be changed, and the culture of making more money for the Company will continue on. Not doing what's right for the Dealerships and Customers.... like DOING YOUR JOB in a timely manner. And doing it correctly for that matter. Documents that are ready to proceed with Financing just sits for days. Some Dealerships has to pay by the day for vehicles to sit on their lots, but that's not SCUSA's problem. Fin Mgr's and Salesmen are reprimanded and fired for delays in Financing at times. That's not SCUSA's problem. Fees are incorrectly charged to Dealerships by inept Funding Analyst's. That's not SCUSA's problem. (which it is) Training consists of a week of side by sides with current associates, then thrown on the floor to finalize a life decision for an Applicant. Which has led to plenty first payment defaults.
Bonus structure is a joke. If you know how to finagle screens, hang up on customers, call and email finance managers, credit buyers, and Area Sales Managers (which is outside of your role) you'll bonus at the top. Not because of YOUR skill. By the way, this is also known by Management and higher ups. It's just not addressed, as the method is making SCUSA a profit. Some Managers are actually scared to speak up for fear of retaliation. Also they are in limbo due to the recent "Department Changes". They don't know where they too will end up. Talented Upper Management has left, going to rival companies with no care to try and retain. There's a hiring freeze, and the Financial status of the company is continuously presented in a shroud of jumbled words in emails from higher ups.
Promotions are on a buddy system basis. Before company went public, I can say it was more on the merit of your work. (from my perspective) Benefits Department is understaffed and VERY unorganized. Personally seen the ridiculous level of Customer Service presented by direct Representatives of this company. Time off is an absolute JOKE!!! You lose money if you get sick, or have to take off for your children getting sick, or their extracurricular activities. 2 Floating holidays up front, and you have to ACCRUE 1 week of vacation and 1 week of sick time. Personal time starts after 1 year. Completely eliminating any vacations at the beginning of the year.
Spanish Speaking Reps are penalized for.... well knowing how to speak Spanish. To clarify, they are tasked to do double work, because they can "translate" for some Applicants, for single pay. (There are some getting bi-lingual pay, but FAR less than those that are taking those calls). And if they refuse, or act as if they don't speak Spanish, another reprimand.
Policies change according to which Manager you're speaking with. No uniformity exists in the Funding Department. Core values are drilled in your head during your tenure. But not one of the 7 were followed on a daily basis in this Department. Last but not least, product knowledge. You should at the very least know what your role is, and how to do it. There is NO REASON you are in a position for YEARS and do not know how to do your job. SCUSA may not be able to "fire" these people, but please move them around to another Dept where they could potentially assist in some positive manner.
