My answer would be to look at the branches with the high turnover. Shadow the employees and see how they are treated by the membership and management. Members are given free reign to be downright abusive to staff, while managers will stick up for the member and beat you down more. And they will tolerate unprofessional behavior. Horrible morale at the Winter Park branch.
Management should understand that if an employee has been with the company for years and works hard for the success of the company that when the job starts hurting the employees health to a high degree then it is time to allow that employee to finally come out of the call center so they can work hard for the company in a less damaging role.
I feel that there should be some sort of internal investigation on management throughout NFCU. I have worked with the company for over 5 years. I know why NFCU is a great place to work. However, after reading many of the negative reviews, I understand where other employees are coming from. I have listed four things for management to consider below.
1) Never began a meeting with employees by saying “You guys said you wanted to see more of us, so here we are!” I heard this statement shared after an employee engagement survey. Many employees felt less valued after the check-in-the-box approach.
2) Ensure that supervisors/hiring managers are aware of labor laws. Discrimination is an issue at NFCU.
3) Warn managers that retaliation will not be tolerated. I know two MSRs who were recently threatened with a bad performance review when they mentioned their goal to move to another part of the company. The manager who threatened them also told employees that because they (the manger) had been with the company for over 15 years, if it came down to it, they (the manager) would keep their job over the employee.
4) Hold a town hall meeting for contact center employees and include managers and recruiting. Many employees buy into the quick advancement dream, when in reality, it does not always happen that way. An open forum would allow many questions to be answered.
Thanks for reading!
Read the laws on age discrimination in the workplace and educate yourselves and your employees!
Answered - Member Service Representative (Former Employee) - Pensacola, FL
Get rid of the fun committee and focus on your staffs well being. Standing competitions are not fun or helpful in any way. Tighten down on how interviews are conducted so people who are qualified are able to move up
Answered - Member Service Representative lll (Current Employee) - Winchester, VA