My biggest challenges have come from not being able to expediently and efficiently assist members with unique problems that need a bit extra attention to address. Maybe it’s a regulatory thing, or its trying to protect the assets of our members… but the degree to which every last thing has to be quadruple verified, encrypted, 2FA’d and signed off on by a higher up… seems almost counter intuitive to just helping someone get what they need, quickly and efficiently. Though I get it.
I’ve had a lot of complaints from members talking of how they’ve had to sit on hold for close to an hour, be transferred a handful of times and still have no resolution to their issue. It could be a card locked while they were trying to pump gas one state over, or having a pdf sent to someone that doesn’t have an email on file, or maybe it was an incorrect email after having been sent over by the dealer for the members new auto loan.. and it feels 9 times out of 10, the info the dealer inputs has errors. So an info update sheet has to go out, is encrypted, and needs a digital signature from someone born in the 1940’s who doesn’t even have a computer… and it’s like… I want to help. I wish I could help. It’s mildly disheartening, but also understandable from a liability point of view.
And a lot of the “steps to take” I’m finding involve identifying the correct person or department to get the member in contact with. Then opening a case or task. The customer asking, “So they’ll call me back today?” To me saying, “Ideally and hopefully, yes… but it could take a few days…”
A few days with a locked card. A few days to hear about getting an auto loan. A few days to get a call back about a POA situation, or help in getting some statements printed off, or checking on when a title was mailed out, or… or… and it keeps going.
You’ll also have to know when to let things roll off your back. I’ve been cussed out, told I’m basically the devil, and that ORNL FCU has lost sight of what it once was… all by upset customers. I find that listening usually helps alleviate that initial barrage of anger, and a bit of empathy goes a long way. It makes me want to advocate for them, and so I do.
It’s a challenge. I hope to be with a different part of the organization a year from now, but will say… with everything I’ve witnessed to date, they are actively trying to improve the culture and work flow around there, and I admire that. I legit feel anybody could make a future there if you bring the right attitude.
