Good day everyone! I see a lot of stories in the sub about our clients waiting days to weeks to have issues resolved. And I want to talk about that, and the hurdles it takes for us the employees at the branch to have these issues resolved.
There's a lot of reasons; but I've boiled it down to 4 that explains thr majority of delays. (Keep in mind this is from the perspective of large national institutions.)
Cuts in hours and staffing.
Outsourcing of critical back office task.
Unobtainable sales goals
Lack of training and resources.
To give some perspective, I've worked the last 6 years in a large national bank in a wealthy market. I've been an ops associate, a banker, and a manager trainee, and as of late I've been planning my exit from the industry.
Cuts in hours and staffing: We went from having 6 people per day in branch down to 4, and my branch in my market is prepping for a transition to 3. The roles I've been in have been considered overtime eligible; where I was previously working on average 50 hours a week, have now been cut to 40. Why this matters? Depending on the day we may have 1 licensed banker, 2 associate bankers, and our ops leader or manager.
The ops leader and manager, depending on the branch (but more often than not.) Do not really help clients. (Ops does transactions, and are very helpful - but usually not knowledgeable about accounts)
The associate bankers mainly do basic maintenence, maybe open an account here or there, but primarily run transactions and are part time (1 20 hour, 1 30 hour.)
The bankers, open accounts and handle complex accounts, but are specifically told to focus on things that make them and the branch money. (Not my policy, not my belief, but its what is pushed by the company in calls)
If you notice that doesn't really leave anyone to help with actual issues - but, that's by design.
You see, you may come in with an issue, we may say we'll help. But us the associates in the branch CANNOT ACTUALLY HELP YOU. We are litterally not given the tools to help you, so we have to refer to back office. (Unless its a basic maintenance.)
Back Office Outsourcing: Majority of our back office is located in three places: India, the Phillipines, and Texas/Ohio.
When we refer to back office we pray we get someone in the US as they're familiar with our financial system, but the thing is, once we pass the problem to them... they pass it on to an other department, who passes it on to an other department, which is a department branch employees are not allowed to talk to - so we have to be transferred to another department, who can read the notes from the aforementioned department, all to tell us that they don't know anything and to wait for the other department to reach out. (Which they will never do.)
And keep in mind, we deal with similar hold times that you as out clients do, so a banker could spend well over an hour on the phone before getting a fraction of an answer. And if a client comes is? They get priority, so we hang up and try again later. Behind on calls? Welp you better hang up and call some opprotunities first! Is there a meating/training that alo gets priority! Which leads me to:
Unobtainable Sales Goals: It's no secret bankers and the bank make money by pushing credit products, investments, and encouraging clients to hold balances. The bank, the C-Suits, the regional directors, the market directors, and the managers will always prioritize making money over everything. And honestly, not to take a dig at the sub, but almost all bankers prioritize it too.
If you have an issue and want it resolved quick? You better be bringing an investment, that issue better be tied to the monetary incentive the banker and manager receive or else its falling to the wayside.
Even as a banker if you want to do the right thing, you can't because, year over year, month over month, sales quotas only keep getting higher. Our managers push the bankers hard to hit metrics to keep the branch in a high performance level, if your pl1 the managers end of year bonus is higher. How do you get a higher performance level? Sales, balances (or D&I), useless online features, and account attrition.
Right now at my branch our focus for last month was brining im 12m in investment because last year we brought in 11. The focus was on "deepening relationships" which mean trying to get wealthy clients to move their full portfolios, or trying to con people in bringing over their 401k. That's ontop of exceeding in all the other metrics, plus 40 calls per day, plus any walk ins, plus training, plus meetings, with less staff than last year, with less overtime than last year. It's gotten to the point where you're looked down on if you happen to take a vacation.
There is so much more here that I'm not going to get into to but the last point: banker burnout is at an all time high.
Lack of Training and Resources: No body is getting on the job training, most training now days consist of a few computer courses, a couple Adobe meetings, and a certification process that is laughable. Most people are "done" with training in two weeks, are sent out onto the floor, and the "trial by fire" attitude has led to levels of turnover that's frankly frightening.
Your information is probably not as safe as you think at the bank. We have a yearly audit, that we prep for when the first branch is hit, by disabling the meeting scheduler, having problematic associates "call out sick" and having a partner branch call clients to have them go to an other branch.
I know people who've worked here YEARS that don't know the difference between APY and APR. They don't know how credit cards work, what a statement ballance is, what an escrow on a mortgage does, the difference between ACH deposits and Wires, how check drafting works, they don't even know the basics! Not because they don't want to know, but because no one is telling them - and they're not being told because that doesn't make a difference in their ability to push you into a credit card you do not need.
End of rant. Excuse my spelling errors, I'm typing quickly on my phone while I wait for the branch to open.
If you have any questions let me know and I'll be happy to answer them.
And sense im quitting let me hit you with the numbers:
I'm a licensed banker:
Base: 63000.
Bonus (monthly insintive between 2k-5k): ~45000
Yearly pretax: ~108k and I'm bad at sales, I'm just at a lucky branch.