Pros
Great coworkers in-branch who truly care about providing exceptional customer service. Amazing community reputation and relationship. Customers truly feel like they are part of our family. oh, and supporting the Doyle Scholarship! The new CEO seems to understand the banks shortcomings and seems to sincerely want to change the culture in leadership and the back office.
Cons
No central source of information. Often long-term employees in back office and management act as gatekeepers of certain information & task. This makes it difficult for branch staff to obtain the right answers for customers the first time and to set service expectations. The outdated technology/tools at our disposal make even simple task labor-intensive and prone to errors. The branches are full of hard workers, but they can be demotivated by changes implemented by the back-office with no regard to how it affects staff and customers. It also takes forever to fill empty positions.