Finance

Banking

Bank Manager

One of my biggest pain points in my daily work is that I work in an extremely large company with many specialized departments. I have to rely on these other specialized departments to resolve client issues. I work face to face with clients as a customer service representative so we are the face of the company, so to speak. Each time I reach out to one of these specialized departments, I am randomly assigned to an employee of that group. Often times, they are inexperienced and do not know how to solve a problem and will pass me off to another department. I will spend countless hours getting the run around and more often than not, I end up back where I started with that original department. Even when I can get a solution right away, sometimes one person will give approval to do something but if I call back again, I deal with someone else and they may say they do not approve the request. It’s extremely frustrating and since we are the ones facing the client , we are the ones who have to deal with the backlash.

Lauren Venegas

We currently have a feedback tool where we can submit these complaints and sometimes it can lead to a positive result but for the most part, the problem still occurs and it can be very annoying.

Just like the original issue, sometimes my feedback is submitted to someone who cares and values the feedback and can actually make a change, and other times it falls on deaf ears and nothing is changed.