Pros
-they pay higher than other customer service jobs for people with no qualification (the gap) -they hire people who are not qualified and provide training
Cons
Company Cons -company culture creates pressure to meet goals and lead to unethical behavior because the advisers are focused on up selling account instead of considering the clients needs (for example lots of clients have the All Inclusive Accounts when they have no need for the All Inclusive account or can't afford to pay $30/month). Furthermore, there are no repercussion for these people to justify their logic and no incentive is offered to others who fix these individuals mistakes. -Constant LEI coaching that focuses on offering EVERY client credit products even if they have no need. For example a client will have 2 credit cards with TD, but because there is an offer for a third one, customer service representatives are coached to offer them a third one with a $120 annual fee. The coaching is recorded by the manager who observes interactions with the client and rates your overall performance. -everyone is held responsible for the LEI calls they get even. LEI calls are anonymous calls that measure customer satisfaction. This is incredibly unfair to the person held responsible because clients will rate their overall experience with TD not the teller. Clearly indicated through some of the clients. For example, customer will come to bank and teller A helps them. The customer has a terrible experience. They come back however because they need to get their banking done and Teller B helps them. The customer gets a call asking the customer to rate their experience with Teller B, the customer gives a poor rating clearly stating in the comments the issue that happened with Teller A. However, Teller B is still held responsible for the poor rating. My Personal Experience: -I am not paid for extra hours of service that I am forced to spend in the branch because a customer takes too long or because I have to perform opening or closing procedures. - I have been forced to come in when I was in excruciating pain because they had no one (literally one teller for the entire branch). - People constantly call in sick -I have been asked to come for 1 hour (which is illegal) on my day off to open the branch cause they had no one and then not been compensated for it (also illegal). -I have been promised books to be promoted to a Financial Service Position 1 year ago and still haven't received books.