I have been with this company for a year and a half, and unfortunately, my experience has only led to increasing disappointment. When I first started, I thought the challenges were just part of being new and navigating the learning curve. However, I've come to realize that this seems to be the daily operation — a constant struggle with unclear processes and shifting expectations.
Navigation within internal teams is a nightmare. Processes frequently change week to week without any communication, making it incredibly hard to do my job effectively. Most colleagues just want to pass the buck and close cases internally, which inevitably results in a poor experience for our clients.
The company has faced significant backlash from members, clients, and partners, especially following last year's security incident. The rollout of the new card was handled poorly.. whoever was responsible for that disaster should be held accountable. Client facing teams are under immense pressure and backlash due to what appears to be a lack of strong leadership and transparency. The recent layoffs, which have been communicated with little clarity, only add to the feeling of instability and mistrust.
I was hopeful this could be a long-term home, but I no longer feel aligned with the company's values. Despite boasting about record breaking Q1 results, the morale and trust are pitiful. I suspect the numbers look less impressive after the layoffs.
The leadership could do much better by focusing on supporting the employees doing the real work rather than tolerating managers who are often unavailable and offer little value. We're all exhausted, fed up, and the promised “transparency” feels hollow.
