Synchrony reviews

Limited to certain locations for working at home; doesn't offer remote where you can work anywhere

Repetitive work. Specialty team training is bad. The learning facilitators are great but they aren’t given enough time or resources to train specialty. We trained for 3 days and then were put on the phones knowing the bare minimum of what was needed. Trust team members have been organizing and taking on additional responsibilities to assist in completing the training of new trust hires. This requires holding additional small training classes throughout the regular workday. It’s unfair to already busy agents and added work they aren’t credited for. Expected to function as an upper level 7 learning facilitator without getting the pay. On that note, trust agents are told since they’re “higher level” they need to do better, meaning be flexible to increasing duties outside the job description and maintain the high standard that has been previously set by tge dept. Despite the bank having a specialty wire team, wires have been added to the tasks trust agents do. They are required to take traditional wires and traditional calls on top of their trust acct calls. They cannot escalate a call to the escalated care team because they’re told to keep it in “trust” but trust only has 2 or 3 senior agents available. It’s understandable that cares team may be small in comparison to the large core team they take escalations from but that just highlights the increased hiring needed. It’s limiting that Trust agents are required to rely solely on their small team and 2 senior leaders, but often have core questions since they typically didn’t have to take core calls and now do. The managers are there but busy or they simply don’t know the answers since they don’t take calls, if they ever did (can’t blame them for not knowing what they never experienced). Most recently, required third party conference call verification is an added task to the already lengthy wire process… but the call time metric has been a fresh focus for the higher ups with productive time that used to be allowed for this team now being limited. Overall the trust role was good when it was functioning as the specialty team it is and the smaller teams tend to be more connected/supportive. But with the continuous addition of new tasks and the leadership demanding certain numbers which become unattainable due to the added work that needs to be done; it stands to reason that this quality team is experiencing more turnover and the agents that stay are negatively impacted feeling added pressure/anxiety that they may face repercussions for a decrease in quality and customer satisfaction usually because there’s an increase in errors with new hires. It’s hard to witness because trust agents were often highly praised as a team for expediency and great customer service. With the added influx of core calls and the work they entail it’s not surprising that customers feel the palpable sourness of the burned out agents and in my opinion this negatively impacts the bank as a whole.