Pros
Pay- Nice base rate plus the opportunity to make a shift differential working in the afternoon(s). Incentive Plan- Extra bonus pay for referrals and closing sales. Benefits- Choices between different medical plans, prescription coverage is awesome, FSA. The plans aren't terribly expensive. The 401(k) gives the option to increase contribution each year, up to 12%. Wells Fargo will match 100% up to 6% of gross pay after one year of service with the company. PTO- Provides a generous number of days off. Extra volunteer time, and floating holidays. Training- Provide ample classroom and applied training on the floor. You will have plenty of support during OJT. Promotions- Ample room to move up and out within the company.
Cons
Sadly, the benefits listed above are about as far as it goes. Once hitting the floor, my whole morale went south. "Coaching" means getting pulled off the phone and told that you're not meeting your goals and that you need to basically find a way to do it or get threatened to be sent to senior management or written up. This stems from the unrealistic goals that Wells Fargo has for its bankers. In a short amount of time (4 minutes and 30 seconds or less), you must service the call, follow all procedures to stay in compliance (failing to do so can result in termination and other possible consequences), refer to the customer, and hopefully get them over to sales. The biggest struggles for most are AHT and the Referral Rate. It is possible to get the customers off the line in a short amount of time, but other metrics such as QA and KDM suffer because "you didn't take enough time with the customer." Sales is #1 in this call center environment, which is fine, but allow more time to spend with the customer. We have to go so fast through servicing the call that we don't get ample time to really know how the customer could benefit from another product or service, especially those that have almost all of them. It takes time and referrals would be of a higher quality if they weren't pushed so much OR if we could have a higher AHT. Those two metrics have been a struggle since the start, and instead of acknowledging that, the attitude is simply "you better fix it." This makes for a sometimes hostile work environment, depending on your current leadership. Not every minute of everyday is going to be top of the charts in terms of metrics. Having them is fine, but know how to coach them and help those who struggle meet them so we're not constantly worried about losing our jobs.