... 3-Tiers, 3-Cheers?
The Judgement of Solomon is a Biblical story in which King Solomon ruled between two women who both claimed to be the mother of a child. Solomon ordered the baby be cut in half, with each woman to receive one half. The first woman accepted the compromise as fair, but the second begged Solomon to give the baby to her rival, preferring the baby to live, even without her. Solomon ordered the baby given to the second woman, as her love was selfless, as opposed to the first woman's selfish disregard for the baby's actual well-being.
By "cutting the baby in half" - from 5-tiers to 3-tiers - did the SECU Board really make a wiser decision?
Or does the decision "to split the difference" simply continue support for a prior SECU Board's "selfish disregard for the actual well-being" of the SECU membership?
... does half wrong, make it right?
New SECU policy, if it doesn't make sense, let's roll wit it.
ReplyDeleteThere is no right way to do the wrong thing...
ReplyDeleteNow the Spirit expressly says that in later times some will depart from the faith by devoting themselves to deceitful spirits and teachings of demons, through the insincerity of liars whose consciences are seared ...
ReplyDeleteI want to see the comp study. The amount of $ and time that was spent on it. Did it include branch employees collecting, taking on MLO roles , etc?
ReplyDeleteAs employees we are trapped, afraid to lose our jobs. We need the members to speak up and help, ask questions for us. You see that the service is declining all across our cu. HELP!
DeleteHow are branch employees taking on MLO roles?
DeleteShould be the other way around. Can’t wait for them to come back to the branches and give them a cash drawer stat.
DeleteTopic at my branch - why take something that was NOT broken and "fix it"?!?! Damn fine mess we've got going here and Leigh Brady & the Fab 8 drag knuckles right along with all of it. Our membership IS noticing a difference and it AIN'T good, folks. No wonder people are coming in and closing accounts or taking accounts down to bare minimum and moving their monies elsewhere.
ReplyDeleteNobody ever asked us what worked so well. We could have told them. A lot of things that were fixed got broken, and here we are.
DeleteTopic at MSS - shift bidding will take place in the next couple months. Can you imagine any company that place is a priority on lower member service? That is exactly what is happening at the MSS contact centers. Employees will once again have to bid on their shifts and be ranked based on a couple criteria. The main one is the length of call. Employees are just trying to get members off the phone as fast as possible or transfer them somewhere else in order to keep their call numbers in line.
ReplyDeleteI have been at the contact center for a couple years and have a family and I am scared to think that I will have to take a chance and possibly get a very poor shift. I am not alone. People have frantically tried to change their shifts lately because they're not able to balance their home life with the terrible schedules they got. It is just about to get much worse. And the funny thing is about it that people in the branches or other contact centers have never even heard of shift bidding. My guess is it's coming their way very very soon.
That sounds horrible.. Are there any employees who like it?
DeleteI googled shift bidding. This from Reddit:
"Can someone explain shift bidding like I’m 5?
I just started at a major coming from corporate and I have no idea what anyone’s talking about lmao."
"Do you remember being little and wanting to sit in the passenger seat and calling dibs? Then your older siblings just sits there and when you said "that's not fair" your parents said " he's older.". Like that but with the entire company"
Sounds right for the new/new.
Trust & believe branches DO know that you all in MSS are having to do shift bidding and we think it's absolutely ridiculous!
Delete551. They rank the employees and the better the rank you have the first choose of shift. And it's blind bid.
DeleteI used to think that the Credit Union was a benevolent place to work, but that was before they brought in people like Benesh changing everything because "This is how all call centers are run." Well everyone hates working for most call centers, so congrats on making SECU industry standard when it comes to MSS employees hating their jobs.
DeleteThis make sense, the length of time on a call part. We have seen a marked increase in people coming into the branch after being told going in person was the only way to get xyz done. They have all been things that 100% could have been done over their initial call to mss.
Delete@2:31. That is such a good point. People who work at MSS tell me all the time that they keep the calls as short as possible because when shift bidding comes around again they want to get a better rank.
DeleteWhat is the worst days for on hold times. I often just hang up!
DeleteCan't you see I'm waiting? Can't you see the caller is hanging up?
"What is the worst days for on hold times."
DeleteSunday thru Saturday ....
That's funny, well maybe not.
DeleteLike commenter, I've heard a lot about long wait times, abandoned calls, and large "in queue" numbers. Is it true? Are the MSS folks getting swamped?
1034- the branches have always treated MSS like the dirt under their fingernails. Happy to finally have some sympathy.
DeleteMr. Blaine, MSS workers are absolutely swamped! With all the system issues, members are calling in quite often and the MSS workers don't have time to properly help these folk. Examples: members who need help with things such as getting back into their app or handling disputes. We've seen an influx of members coming into the branch for simple things MSS used to have time to do. (Walking people through getting their online access back can be super time consuming.) MSS has to "hurry up" to keep the number of calls they take high. It's quantity over quality these days and it's not their fault. They just want a normal schedule and not have to "shift bid". Benesh needs to take his a$$ back to First Citizens or wherever he came from. Branches don't mind helping the membership - I promise. We just hate that MSS can't do their job like they used to and it's no fault of their own.
Delete@4:20. It is very true. It is very common for there to be more than 200 people waiting in the queue. Every week there's another issue that causes problems with our members to call in. This past week was a disaster with people trying to log in online and it would not take them to the new site. They didn't know what to do so had to call in. Two weeks ago it was the issue where debit card transactions were double posted over the weekend so you can imagine how upset our members were over that.
DeleteJust call in the early morning and low call volume. And Sunday morning is great to call
DeleteEvidently there should not be long wait times, if they are just telling them to go to the branch! Imagine members calling in to apply for a mortgage/loan only to be told, thanks for calling now go to your branch!….why bother to have a mortgage or loan call center? This sounds like MSS only-have not heard anything about shift bidding for mortgages/loans, they still work 4on4off, can’t really be changed
DeleteAnd how long has Leigh been steering the Titanic now? Where is the 6 month lavish update for all us peasants? Or is she working hard to deliver the bogus career path 😂 what other jokes does she have up her sleeve? Can hardly wait…3 tiers is really doing well, more declines than we have ever seen!
ReplyDeletethe foundation is cracking ...
ReplyDelete