Ultimately, the reason I left had to do with management in the Escalations department. Management in that department showcased a remarkable lack of insight that ultimately made me feel like I was a target for unfounded complaints about my performance that could not be measured. This led to a "quit or be demoted" ultimatum that I could not accept as I no longer felt like my management cared what was best for me.
The credit union has also, and fairly so, annoyed and upset many of its members with unwise moves and handling of the company since the advent of the COVID-19 pandemic, consistently understaffing the department and being generally apathetic about the unsustainable workload on the contact centers. The membership is well over 1.2 million, yet management believes that the online chat can be handled by 10 or less people at a time who are simultaneously speaking with up to 4 members. The hold times for a phone representative have been consistently around 1-2 hours for the last two years with no sign that anything will change.
