This Place is a Mess - Payment Specialist Happen Bank Employee Review

Initial Training -Trainers are from the sales department and not the collections department -Training focussed on a loose negotiation style call model with limited focus on QA best practices -Trainers were more interested in making sure that every single minute of our day was filled with talking points than on IF their talking points applied to our job duties. -Did not provide adequate training on how to use their crude hodgepodge of outsourced systems to troubleshoot and provide solutions to customers. -Provided less than an hour of training (out of two full weeks) on their COVID-19 hardship plans, which were easily 30% of total call volume for the Payment Solutions Department. On The Job Training/Coaching -Huge impact of failing QA based on things that were either not covered in training, or mentioned briefly and glossed over -Coaches regularly encouraged me to collect payments on unissued funds and residually accrued interest after payoffs rather than investigating obvious Lending Club errors. -when attempting to handle customer issues we would mark calls as 'No Pay' "due to internal policy," which insured we would continue to call and request payment. This is a higher priority than accurately describing and tracking issues, including which issues are re-occurring and which ones agents are wasting the most time solving over and over. -Group coaching meetings were one hour once a week and usually completely based on one simple error one person had made one time -They use some metric called CEV, its not in their glossary of acronyms and when I asked fellow trainees they had no idea. Management -Only asked for feedback and input prior to putting us on the phones to find out what a disaster their call management system is. -Don't seem to know or care what their inbound calls are for or how to get them to the right teams. -Prioritizes dressing up in silly costumes for zoom meetings and printing gigantic motivational posters to show employees on a webcam. -Have implemented 3rd party systems and procedures that are clearly chosen and/or designed by people who do not have to use them on a day to day basis. Overview / Systems -I had between 5-10 calls every day from people just checking on the status of payments because they were receiving automated emails. This is a prime example of how they don't have a cohesive efficient system that is literally the backbone of a technology company. Not only is this a consistent daily issue for customers, it is a waste of time for their agents taking calls. -Don't be fooled into thinking this is an exciting career at an innovative technology company. They are all about appearance with no substance. -It might be possible that the investor side is actually innovative and not just a new way to stack up massive piles of unsecured debt and repackage it for consumers to try and retire on. But their entire back end for borrower services is a house of outdated cards that causes as many issues as it solves. -This is a call center grind with a fancy lobby and a barista, which you will see once when you go pick up your equipment and again when you drop it off. -One of the main reasons I wanted this job was to get some healthcare coverage in a kinda crazy time, just in case, and health is important and all that. they never told me when I became eligible, they mentioned once in the first weed of training all the plan details, but never bothered with telling us when or how to enroll.