The yearly bonuses were easy to lose if things out of your control happened like any other place favoritism happened. Certain people broke certain rules all the time and never lost their job- despite that being the rules. Other people got written up for doing that same thing once. Normal politics, who you know mattered there was also so serious firing of upper management when I was there- within a few weeks about 3/5 of them were replaced, resigned, fired.. the laptops they gave us were cheap and the chargers would crap out. I think also just collections can be draining- and depressing but that’s normal for this type of job and not a Santander issue.