Great Lakes Higher Education Corporation

Great Lakes Higher Education Corporation Employee Reviews

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1.0
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Impossible Q&A
Customer Contact Agent (Former Employee) –  Stevens Point, WINovember 10, 2018
Impossible quality assurance metrics that prevent employees from succeeding in a timely manner. Inability to disconnect the line from abusive callers in an appropriate time.
Pros
Weekends Off
Cons
Impossible Call Metrics
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1.0
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Very stressful environment
Contact Center Agent (Former Employee) –  Plano, TXOctober 22, 2018
worked here for over 2 years fulltime. This was the worst job ever. Was fired after following protocol for abusive calls by disconnecting with a very irate customer whom did not want to speak to anyone else even after offering prior to disconnected. Attendance point system is awful. Overall company is terrible. I would not recommend this job .
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5.0
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They try hard to treat employees well
Customer Care Agent (Former Employee) –  boscobel, wiOctober 13, 2018
this company does a lot to keep employees engaged. They are very diligent at about meeting with you to review your progress which is great.
The hardest part of the job is learning all of the information and then being able to relay that to someone that doesn't care. People can be very rude at times, but it can be very rewarding if you can help them to understand the process and that you are there to help them.
Pros
free fruit on Tuesdays, wellness program, casual dress
Cons
pension was just removed, strict policies, somewhat clicky
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1.0
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Working at a Call Center
FINACIAL ADVISOR (Current Employee) –  Eau Claire, WISeptember 25, 2018
This was the first time I've ever worked at a Call Center. Overall, I thought it was average. I really liked the people on our team, I was able to get some really close friends with some people but the overall environment at Great Lakes was just too much. They push for Best Customer Service among the other student loan servicers and one call resolutions but if you don't meet certain metrics and once you don't fit into their "box" of what day to day and call to call should be, good luck trying to advance or gain new skills within the job. I liked being able to help people and offer knowledge about the student loan industry but I did not appreciate if you do not fit into their 5-8 minute talk time to try to explain different plans that could benefit them for a student loan program, then good luck trying to learn any additional skill.
Pros
Co-workers & Supervisor, Employee Appreciation Week
Cons
Their cut and dry metric system
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5.0
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Working for Great Lake!!!
Customer Service Representative (Current Employee) –  Plano, TXSeptember 25, 2018
This company great company! Great benefits. Good company overall. The company as bough out by Nelnet which I think wasn't a good idea. The company is overall a good company.
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2.0
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Very stressful workspace
Call Center Representative (Current Employee) –  Eagan, MNSeptember 17, 2018
There is a one month long training section and after that you are in on the phone training. Everyone is very nice their but the customer are not pleasant.
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3.0
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High stress and paychecks.
Customer Service Representative (Former Employee) –  Plano, TXJuly 30, 2018
Any typical day a call center rep would involve arriving, clocking and taking calls all of the time. I learned a lot about all types of people and interactions, as the company deals in servicing student loans. High turnover, thus indirectly causing low morale. The employee culture is enjoyable. Management needs improvement at the quality of supervisors that are hired, as there have been many in-house employees that would be more deserving of supervisor positions, yet those positions were given to people that are inadequate in providing accurate information. The hardest part is definitely dealing with misinformation handled between HR and supervisors, not angry customers as one would assume. The most enjoyable part of the job was the paycheck and making some long-term friends along the way.
Pros
Good paying, great benefits
Cons
low morale, not enough incentive to respond to rapidly increasing day-to-day demands
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1.0
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This is a terrible place to work.
Supervisor (Current Employee) –  Stevens Point, WIJuly 12, 2018
I would not recommend this employer to anyone. Corporate communication is non-existent, management is horrible, there is a constant power struggle at all levels of management. The HR Manager is a monster that is feared by everyone in the company. If you're not in the Madison HQ office, there is no room for advancement or opportunities for collaboration. The recent buy-out by Nelnet & uncertainty of the Federal Government servicing contract puts all jobs with this corporation at risk.
Pros
Free lunches
Cons
Everything else about this job
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5.0
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Excellent company to build resume
Analyst (Current Employee) –  Madison, WIMay 28, 2018
I found Great Lakes to be a real gem among corporate entities and could not have wished for a better organization to transition into administrative work. This company has been recently bought out by Nelnet, another student loan servicer.
Pros
Great benefits
Cons
Entity no longer exists as when hired
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4.0
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Great job
Front Desk Coordinator (Former Employee) –  Eagan, MNMay 11, 2018
Working for Great Lakes was a great opportunity. The pay was the best I've ever heard of in a call center, they had amazing benefits packages and definitely provided advancement opportunities.
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4.0
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great customer service provided at all times
Contact Escalation Support Representative (Current Employee) –  Plano, TXMay 4, 2018
I take escalation calls from borrowers regarding managing their student loans. My job consists of de-escalating the call and getting to the real purpose of the borrowers call and assisting them in getting that done. This takes patience and the ability to not get riled up just because the borrower is.
Pros
We provide good customer service
Cons
Opportunity to advance is limited.
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5.0
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Fast work environment
CREDIT & DATA ANALYST (Former Employee) –  Eagan, MNApril 22, 2018
It's a fun place to be. It's the people that make it fun to work there, especially with it's different shifts. It is easy to move up the ladder if you want to, there are other positions that are available beyond customer care representative that is open to anyone. Good place to work for long term.
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3.0
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If You're a Robot You'll Love This Job!
Customer Service Representative II (Former Employee) –  Eau Claire, WIApril 5, 2018
Great Lakes is not a good place to work if you ever get sick or have to miss work they hold it over your head and say in attendance policy they accept doctor's notes when they really do not care. I would recommend this job to a young person who likes to be criticized 24/7 about his or her customer service skills and never gets sick.
Pros
Good pay, PTO for fulltime
Cons
Expensive health insurance, poor management, and little advancement
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4.0
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Great place to work
Student Loan Repayment Specialist (Former Employee) –  Madison, WIMarch 19, 2018
This is a great place to work, great benefits and management. You have a lot of room for growth in the company, they also offer paid time off every year
Pros
Benefits
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5.0
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Awesome
Bilingual Customer Service Representative (Current Employee) –  Boscobel, WIFebruary 19, 2018
Great environment!! Great leaders, coworkers are friendly, best feeling beong able to help a frustrated caller. Definitely a place to look for long term careers.
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5.0
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Great place to work
Software Engineer Intern (Former Employee) –  Madison, WIFebruary 12, 2018
This was a great place to work for software development. Working on agile development made things happen much quicker and on track. Very good culture for the younger generation.
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4.0
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Fun place to work
Customer Service Representative (Former Employee) –  Stevens Point, WIJanuary 23, 2018
I enjoyed speaking with people from all over the country and helping them find a payment solution that works for them. I also like environment as they tried to make it fun.
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3.0
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very micromanaged
Contact Agent (Current Employee) –  Dallas, TXJanuary 15, 2018
Overall its a good company. Lots of catered lunches and different games to keep the place lively. And great coworkers. Never had not once issue with a coworker. First time at any job. But its so stressful dealing with customers yelling at you all day. Not only that, you have to worry you are in compliance and making sure you make no mistakes or you will be penalized. There is a scoring system. They rate 6 calls per month and use those six call to grade you for the whole month. you miss your minimum score even by 1% you fail the whole month. Very unfair. Plus the people grading your call make mistakes also. They said you did something incorrect and when you go over your call you did complete the task correctly.

They also have a point system for attendance. If you were in a car accident and had to go to the hospital and had to miss work, regardless if you have a doctors note, they still give you a point. 10 points and they fire you, no exceptions.

They have some supervisors who are over a team but have not had any experience on the floor. I would much prefer a supervisor who has been in my shoes and understand what we are going through.
Pros
Good pay for the type of job.
Cons
short breaks
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5.0
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easy going and very repetitive work
Call Center Representative (Former Employee) –  Plano, TXJanuary 12, 2018
it was good but if the managers dont like you, they will find a way to get you out. call center agents take about 50-90 calls a day. helping borrower's with student loan options.
Pros
good health insurance options, scheduling opportunities
Cons
too much gossip in the office, short breaks
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4.0
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Reorganization
Security Services, Production Support Specialist, (Former Employee) –  Madison, WIJanuary 8, 2018
The company is reorganizing and many changes have occurred. Many employee's jobs are in jeopardy at this time,

I enjoyed working at Great Lakes. During my time there I was promoted several times. There was plenty of room for growth.

The benefits were excellent.
Pros
Benefits
Cons
Job security
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Overall rating

3.5
Based on 59 reviews
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3.4Work/Life Balance
3.9Compensation/Benefits
3.1Job Security/Advancement
3.4Management
3.3Culture