Undervalued and underpaid Tellers with a negatively evolving customer service environment
Pros: major discounts on sc johnson products, assistance with health club memberships, pretty flexible work schedules
Cons: please see my review.....
When you have a positive, involved supervisor/manager, worklife is very supportive and encouraging.
Most Supervisors are extremely flexible regarding scheduling.
Their health benefits are extremely expensive, but they will pay $330 towards a health club membership.
Their 6 weeks of paternity leave is almost unheard of.
Profit Sharing WAS a nice benefit, but that has been done away with for the most part. In 2010 and 2011, employees received $200 gift cards. 2012 brought a larger profit payout depending on duration with the company.
The ability to buy SC Johnson products at cost is one of the only reasons I stayed there.
Depending on the branch, and this is company wide, the working environment varies from being extremely supportive to extremely negative.
Tellers are expected to bring in so much business and have so many responsibilities, but are the least valued employees in the company.
The referral goals are unrealistic, at best, particularly considering the limited amount of referral types that qualify and the fact that the client base is usually pretty regular (meaning you see the same people day in and day out).
Due to the the recent change in the banking industry, JB is changing their customer service model from client-centric to product-centric. Gone are the days when you CARED about your clients - now tellers are expected to look at the clients as purely numbers....how many credit cards you can get, how many NEW accounts can you get them to open, etc. etc.
Some managers in the Kenosha area are extremely uninvolved and care more for brown-nosing their way to a higher – more... position than fostering the talent that they employ (to the degree of essentially ignoring their teller line and any difficulties they have). Additionally, the manager(s) in question completely embody the "product-first" mentality of the current Executive Level management to the point where they alienated a long term client because they did not create enough revenue - when the client closed their account, she did it happily and without batting an eye.
Their HR department is no more than a glorified execution squad. For the most part, branches will not see an HR representative unless someone is getting fired or is in trouble. Additionally, their hiring process is so over-bloated - it takes months to fill a position, and even then they don't always hire the best candidate (and usually because they try to low-ball candidates on salary). For instance, one of their Invest positions has been open for 18 months and the old Invest employee is working PT waiting to fully retire until they hire someone. Most of the Kenosha branches are so short handed on both the Teller and Banker lines, that customer service quality is being negatively influenced in no small part because the employees are so overworked.
In many of the branches, cooperation and communication between tellers and bankers is limited - in some cases, bankers will act put-out if a teller has a question.
Their year-end review process is horrible. It is essentially a self evaluation that is so bloated with silly corporate-speak that almost every employee that I knew dreaded having to work on it. Additionally, the man hours required to fill it out were actually a detriment to morale and customer service quality. As of June 2012, merit increases had STILL not been addressed - even though they were supposed to have been handed out by the end of April.
Merit increases, particularly for the lower echelon of employees are a joke. For instance, on one Teller Line in 2011 (after the company not receiving a merit increase for 2010), even the most accomplished teller received less than a 1.5% increase.
There is absolutely no consistency in following policy and procedures, and when a change is introduced, resistance from every level to the change is Herculean.
Communication is subpar across the board.
In 2008, JB was voted one of the best companies to work for. It held that distinction until 2011 and when it fell off that list, it seemed upper management could really care less. One of the overriding feelings in the organization from 2008 through to 2011 was that of the employees being a family. From 2011 on, there was no sense of teamwork much less family.
They have been restructuring so much lately, that some of the upper level managers are redundant - yet they are kept on hand while excellent employees beneath them are let go.
At this point, if you were looking to get hired on in the branch level, I'm not too sure I would suggest it. Working in the corporate offices, from what information has been relayed, is actually quite pleasant. But I would highly suggest staying away from the Kenosha branches until good, less sycophantic managers are hired. – less