Member Service Representative, Seattle, WA - February 7, 2013
When I first started to work for SMCU, it was a very relaxed atmosphere. I was a teller at the downtown branch and there was opportunity to advance to new memberships and then to loans when I was comfortable. I transferred to a new location due to convenience. It was then that I was trained to open new accounts and later was trained for loans. I no longer wanted to work at this location and accepted a job as a contact center representative, where I stayed for the next four years. This was when the changes in the company began. No longer did it have the relaxed feel, but dynamic changed into a sales mode; the 'bank' type of mentality. Employees were encouraged to take extra time to sell, sell sell. What I didn't know was that the Credit Union was not doing well due to poor company decisions and the economy. The CEO was retiring and the senior managers all seemed to be terminated at the same time. The employees were told just how bad off the company was. We were told that merit increases were no longer going to be granted, that there was to be no more profit sharing or 401k matching and health benefits were being lowered. There were employees that were leaving left and right (whether it was on their own accord or because they were fired). It was very stressful to work at the contact center at that time. Moral was low, the wait times were longer (because we constantly seemed to be short staffed), and the calls were longer (because we had goals to make). When I left the company, because I was relocating to Colorado, the company seemed to be doing better. All but one senior manager was replaced, a new CEO began making positive changes and merit increases were told to be coming back, as well as profit sharing. I dedicated six years of my life there. I was treated well because I followed procedures and did my job to the best of my ability. I cannot be cruel because change is constant and troubling times are needed to develop character. I believe that the Credit Union will be doing better and better as the years go on because the new CEO really seems to know what he's doing.