Poor Client Processes Lead to Harrowing Frontline Experiences - Customer Support Associate Bluevine Employee Review

- Slow internal processes lead to frustrated customers (typically 1-3 business day turnaround for any non-basic task) - Very few live escalations means agents are forced to take extremely difficult calls with no immediate resolution or aid for the client or themselves - Abnormal job movement restrictions for contact center agents (1 year in position preferred, others in the market have 6 month restriction) - Poor banking training and education for a financial services company. Most of my training was call handling and how to sound professional. - Extremely limited customer support ability for frontline staff. Most non-basic abilities were bottlenecked to senior management leading to delays and poor client experiences. A large percentage of calls issues could not be resolved during first contact. - No employee development or career pathing leads to no direction or funnels for frontline staff to look forward to. In addition to the 1 year internal movement restriction, it felt very stagnant and unfulfilling. - Limited ability for frontline staff to contribute input to processes and offer feedback. Most of the internal processes, situation handling, trainings, etc were handled by upper management. Frontline staff had limited input into decisions that affected them. Even with internal feedback options (forms to send to internal teams) there was very little follow-up and no way to know what effect your feedback had.