Not the amazing company that it used to be, but still better than many - Anonymous employee PSCU Employee Review

Change is happening at an unsustainable pace and/or it is not being rolled out properly. There is an unbelievable amount of confusion around processes and procedures because they change constantly. Change is necessary, but the change we see today is highly disruptive and leads to suffering on the part of the employee, lower management and the customer. The employee is less and less valued. There was a time when "our staff is our most important asset" rang true, but that is becoming more and more difficult to believe. Work loads are ridiculous, the philosophy of innovate/work smarter prevails, which is reasonable, but the company does not recognize that there is so much that can be done from that end, and then you need to be willing to hire. Customer service is suffering. It used to be fairly rare that I would have to deal with unhappy clients, but now I get escalations constantly, and complaints about the quality of service provided. I believe strongly that this is a direct result of not having enough people to do the work, and outsourcing work to other companies that do not have the same values that PSCU has (or maybe had). There appears to be a disconnect between executive management and the people doing the work. While I do not have hard evidence, I suspect many of the complaints and issues faced daily are filtered as they get further up the chain. This is the only explanation I have for how things have been done so poorly the last few years without a recognition that we are heading downhill as far as our service is concerned. Work load is extremely high. There is more on peoples plates than what can reasonably be managed. As a result, mistakes that directly impact clients (and often costs the company money) are made much more frequently than they were in the past. This leads to angry clients/an environment of constant escalations and firefighting which results in discouraged employees. Due to the heavy workloads, it is a constant battle to get anything done. It is necessary to harass others to get what you need in a timely manner. There was a time when a request could be made, and it was safe to assume that it would be completed on time, but today you have to pester, push and ultimately escalate to meet the needs of our clients. This leads to an environment where trust between departments is low, and people are frustrated. It also results in valuable lessons or risks to go unexplored due to lack of time. I believe very strongly that people want to fulfill expectations, but it just is not possible due to the amount of work being handled at one time. It was not like this, say, five years ago. Some job functions (IT and Contact Center are two that I am aware of) are being outsourced, including to foreign countries. I am shocked that our board would allow this given that credit unions are all about being involved locally in support of the community. This practice, to me, is in direct opposition to a core credit union value.