Where do I even begin. I joined the company last year during my junior year of college as a universal banker. I highly enjoyed the role when I first started. However , things took downhill as Truist started to push their numbers more and more. The environment became from caring about the customer to selling to the customer every chance that you get. Look there’s nothing wrong with giving recommendations to clients when they present the problem. However if the client just wants to be in and out we shouldn’t be pitching them to get a new product every single time. In fact, I have had several clients who were loyal to Truist leave because they were pressured into getting a new product when they had no need for it. Truist May believe that this is “caring” for the client but it only drives them away.
Another thing to consider is the mounting amounts of pressure and more work added. Since July 2023, all tellers became universal banker I and existing universal bankers became universal banker II. This was with more responsibility and the same pay. In this role we have to be vigilant with fraud situations, give clients a good experience, make sure we aren’t making any mistakes etc… now we are expected to document every conversation (mind you I work at the highest volume branch in my area), sell every client a new product no matter what, and meet our never ending quotas on top of our daily operations. Whenever we are so close to the goal, the higher executives push the goal out even more. This creates a horrible experience for the workers who already have so much on their plates, but also for the clients who have to deal with it as well.
Another thing the company highly needs improvement on is its processes. Truist is extremely behind its competitors. The app is glitchy and the teller system is just as glitchy, and the machines are unreliable and prone to breaking down. Because of the unreliable processes, clients can’t get their transactions done in a timely manner.
I originally wanted to stay with the company post graduation but after witnessing first hand the issues with this company I have accepted a position else where and will be starting in June.
