-extreme micromanagement
-does not care for ability or knowledge, only that you meet your call metrics. There is a person on my team that has to call for help over 10 times a day, but no worries because they take 50 calls.
-job goes from remedial customer service work to having to explain complex investing and tax strategies.. no consistency in service.
-management is all about the flavor of the day: for a couple of months it was having great conversations with clients, then it was all about having a good workplace to be in.. now it's about taking as many calls as humanely possible with no rest.
-management likes to hype up the small things.. like wireless headsets, or taking a break when you want to... but they will pass a long all bad news to the lower level managers and will not face the front line reps at all. They refuse to hear any criticism on policy updates. Some are so far removed from helping any client that it's comical what they expect.
- lately they have been devaluing the high net worth service reps. They used to allow for casework and follow up on issues, but they've tossed that in favor of handling as many clients as possible. So now the client with 2 mill as equal standing as client with 2k.
-management treats all reps the same, no matter fresh out the dorm room or seasoned worker. Can be frustrating..
-this is not a role to stay in for long. Go the sales route. Stay away from customer service.
-refuse to be competitive in pay
- bonuses are a joke.. almost insulting
- if all else fails, other firms in town have better pay.
