Once an amazing job is now one where everyone is leaving
Member Support Representative (Current Employee) – San Francisco, CA – August 22, 2016
Lending Club has amazing benefits. Paid health insurance, free food, PTO and the people they hire are usually great.
I work as a Member Support Representative and basically its just a call center. As such we are treated as the lowest on the totem pole. The entire Operations department is pretty low.
The job is extremely metrics driven but not all of the metrics correlate. You would think when the QA team give you scores it would match the customers experience, but its not.
There is something called adherence. Basically a set schedule you have to be on to take calls. If you divert from it you lose points. It is so heavily weighted that a person can take more calls than everyone, get a higher score and customer satisfaction, but if their adherence is low they will be ranked lower. Not efficient at all.
The pay is good for the work and the benefits are great. There is currently no room for advancement due to the scandal the company had several months ago. 12% of the company was laid off due to it and without warning.
Management is not in touch with the workers. They continually give us more information to be as vague as possibly to the customers to avoid any legal action, to the point that it is hampering our ability to actually help the customers.
Lending Club used to be an amazing job that I actually enjoyed, but it is going downhill so fast that pretty much everyone is looking for a better job now.
Free food, good benefits, close to bart
Metrics, management, low morale.