Fidelity - who is a recordkeeper for who knows how many companies 401k plans, has a 5 year cliff vesting schedule, and you're not even 20% vested in company contributions until 2 years.
The systems provided need a MAJOR overhaul. There are procedural specific systems and client specific systems to use when handling calls. These systems are not updated, so 1/2 the time you are under a constant worry if you are handling something incorrectly. When cross trained on multiple products, you are not trained completely, so customers can ask questions you are supposed to be able to answer, but you can't because you don't know. The answer is supposed to be searchable while you put the customer on hold to get the answer. But holds can only be for 3 minutes, and it can take a lot longer than 3 minutes to find the answer because 1/2 the time when you search something the system comes back with no results.
If a customer escalates, they don't go to your immediate manager, you're to call your "solutions desk and escalate the call" and that rep is supposed to handle the call from that point. However the solutions desk reps are extremely lazy and will do anything and everything to push the call back on the tier 1 rep because they don't want to handle the call, thus causing the customers to become completely frustrated, yelling and screaming at us over why we are not transferring them to a supervisor, and then give us a bad customer survey.
If you need to enter a work item, they are shipped off shore to some reps in India to handle who have no idea what they are doing. So they resolve the work item incorrectly, and we need to enter multiple work items for the same exact thing over and over. We promise customers a 5 day work around timeframe and something so simple can take over 1 mo to resolve because the India reps just don't care. The customers become very upset over how long it takes to resolve a simple error.
While the company offers great potential for advancement, it is all in who you know, not what you know. I had an interview for an internal transfer once, and while I was nervous as I didn't have a lot of interview experience at the time, my interviewer was constantly yawning and looking at his phone even before the interview started. I don't think I was that boring, but that was extremely unprofessional and I can't believe he got the job he did because while I didn't get it, once trained I'm sure I would've been way more suited for the position.
When you do need your manager and not a "solutions desk rep" they are nowhere to be found because they are always "in a meeting".
This job creates a lot of extremely stressful situations, but when you become frustrated and voice your opinion, you're in the wrong and put under review or fired. You can offer suggestions on how you think things should be and how to correct it, and management will pat you on the back for it, but then nothing is ever done to fix anything.
