As I mentioned in the title, there are better choices out there, especially if you're looking to work in a call center environment and have experience. Since working here, I've always recommended my friends and family to look elsewhere when asked if they're hiring.
-The workload is excessive. The good thing I noticed about Wells is that there was a separate department for any assistance you would need. A customer would call about their credit card, so you would refer them to the credit card department, right? Well at SSFCU there is no credit card department, just trained reps on the floor. Same with loan applications. There's no print department, so it's up to you to print letters and docs. Before the calls were directed to a 3rd party, we were also required to handle excess collections calls and calls about insurance checks from hail damaged vehicles
-Management does not want to be there. They have made some improvements, but if you work there be prepared to be on your own, especially if you work after hours or on the weekends. SSFCU touts themselves as being open 24/7 but when I would work overtime on the weekends, it would sometimes take 20 minutes to reach a supervisor for an escalated call. Once I worked on a Sunday and there were no supervisors there at all! I had to tell a customer to call back monday when a supervisor would be available. When they are here the Supervisors look miserable. Some are willing to help, just don't inconvenience them with any issue that takes more than 30 seconds to fix.
-Vacation is really difficult to use. Every six months they expect employees to submit vacation requests for the following six months. Plus you can't submit the specific time you want off without submitting 2 alternate days you want off. For example, if you want the week of spring break off to spend with your kids, you have to request that week plus 2 alternate vacation day requests in case they don't approve your spring break request--who does that??? If something comes up and the hours are not available, you have to see if anyone is available to trade shifts with you--which never works, or you can just call in.
-I mentioned the BBB report so allow me to touch on that real quick. When SSFCU automatically switched our member accounts to fee based accounts, the phone service reps were the ones that had to deal with the angry callers. When the website profiles were locked and the reset password function for some reason didn't work, phone service reps were expected to explain why passwords weren't being sent out.
