It has all the hiccups of being a startup...except there's no reason to because it's like 40 years old.
The training (if you can even call it training) is a joke and does not cover hardly anything you deal with on a day-to-day basis. The ongoing training is even more laughable. There are changes made literally everyday that we are required to familiarize ourselves with and implement- but when? Certainly not while taking back-to-back calls because this place is chronically understaffed.
...Or because the higher-ups like to make random changes that mess everything up? Possibly the crazy amount of fraud going on. I'm not sure why there's always hundreds of callers in queue everyday.
It's impossible to keep anything straight and they sit there waiting for you to slip up.
Now I will admit you need help, they DO provide a question line...but they don't always know how to help- aaaand guess what? You get punished for using it! Never in my life have I ever worked for a company that is so eager to punish it's employees!
With all you have to put up with and learn, you hardly have time to breathe. But do they pay you more for handling more responsibilities? NO! You get the same amount of pay for double and triple the amount of work.
They expect us to solve problems totally blind and with both hands tied behind our backs. I feel bad because a lot of times the most I can do is send a case...
The company encourages lack of communication between departments and the scr*wing over of their own customers. There is a push to get cases closed- and they push so hard they end up not even getting resolved because everyone's scrambling to get cases out of their queue. Then the members call in furious that its been weeks and nothing has been resolved. And we're stuck scrambling trying to figure out what to say as to why their case was closed with no resolution. We absolutely cannot tell the truth because we got emails tellling us to stop passing the buck. So pretty much get yelled at for the companies failures and make sure the members still think highly of us. Making everything everyone else's problem seems to be the official company motto. Guess what? It doesn't even matter what we say, people are smart enough to tell when a company is not honest or remarkable.
So with all of the stress you suffer, why not try ro take a vacation? Well....because PTO is NEVER approved! You also aren't ever allowed to get sick- even though cold and flu and covid season is a thing. They are taking away bonuses. And the benefits are atrocious for it to be a benefits company. I guess it just goes to show how many ways they can think of to cr*p on the little guy.
Now let me complain about how they give us the WORST equipment on the planet. Hardware, software- everything is constantly breaking. It hurts our stats whenever we are not taking calls but they don't help us out by excusing system issues or giving us computers that actually function. You can even call service desk for tech help (you gave me the cheap computer, you see I'm trying to get help for it but yet I'm still in trouble for not taking calls) another example of the lack of communication within the company.
The customers feel it too.
Dont bother bringing up issues to anyone in charge because, literally, no one cares- they just tell you to be more positive. Every morning that I wake up and have to clock in, I cry. That gets me nowhere so maybe I should try some of this positivity stuff. Here goes...
If you POSITIVELY love being REMARKABLY abused and want to CELEBRATE being run over, then come work for HealthEquity !!!
