I'm sorry, but this was the worst call center I ever worked for
A typical day was like any other call center with inbound/outbound calls all throughout the day, nothing out of the ordinary there. What made it terrible for me was management. Some (most) of the managers were promoted to that position based on tenure, not ability. If you were "next in line" you became a manager rather you were qualified to do the job or not and most of the manager were definitely NOT qualified. You could tell the good ones from the bad ones too. The good ones were the ones always up and moving around on the floor because they were actually helping people while the bad ones sat their desks all day because they were unapproachable unless you were on their team. If you're looking for an all inclusive work/team environment, the whole "one team, one dream" this is definitely not the place as each manager is their own little company inside the company.
Rules change at the drop of a dime and absolute no's become maybes and are based on who your manager is. So now you have some managers saying yes to something that other managers are still saying no to. Problem with that is that our calls are not filtered based on who your manager is especially during high call volumes, weekends or if you get pulled to help out another team. So now, if a person happens to call more than once, and depending on who they talk to, they're more than likely to get two different answers to the same question causing anger and confusion from that customer. Not good customer service if yo
ProsDecent pay
ConsInsurance is too expensive for what you get, micro managing, unapproachable managers, high turn over rate, no work/life balance due to way too much mandatory OT, unhealthy snacks, company provided lunches are cheap and unhealthy, more concerned with call volume than team building
1.0
Personal Banking Manager | Pennsylvania | Jan 16, 2013
Unrealistic expectations - ZERO support - degrading abusive managment style
This the worst company I have worked for ever, If you value your sanity do not apply at Sovereign. Recruiter and Interviewer will feed you a line and the job will be nothing like you are told. Absolutely unrealistic work load and then micro managed to every minute of your day. Your priorities will be 3-4 conference calls a day. If you are perhaps helping a customer and cannot be on a call management will call a co-worker and flip out and insist that you get on the call, customer or not! Next is calling to solicit, your calls will be traced to see how many you make. Then comes setting appointments for interrogating customers to find out where they have other accounts, mtgs, investments etc. You must sell them something, if not you must hound them for the name and number of a referral to call so you can solicit them for an account. Then you need to be out of the office and soliciting non-customers several times a week. Finally the IT system is so 1980's that throught out your day you will constantly need to fill in spreadsheets to report your sales. Not anywhere in their priorities are servicing the customer. They will not tell you the large scope of "technical issues" they have since transferring to Santander's platform. It is a customer service nightmare. During all that you are expected to do there will be a line 2-3 deep of customers waiting to speak to you about erroneous fees, interest payments not being sent, statements not being sent, bills received 2 days after due dat
Prosgetting to know customers, co-workers met nice people
Consabsolutely everything else you could ever think of about a job
You can be an extremely loyal employee & still get canned.
I had been working for Santander for 4 and a half years. started as a district float teller, and had 3 major promotions since starting with the bank. Went from float teller to permanently placed teller role, then UB, and finally was promoted to Relationship Banker and the company sponsored me to achieve and complete my financial securities licenses. In late 2018, I had a devastating & tragic loss in my immediate family. and rightfully so, after that I was very much struggling with my mental health. of course, this affected my personal & professional life in various ways. the first time I was written up was 2 months after my personal loss, for “tardiness.” Which - in reality - was only a few days out of a couple months that I was 5-10 minutes late getting to the branch in the morning. After that, it was downhill from there. Toxic work environment. Horrible managers. That includes lead tellers in many branches. Don’t get me wrong - I have seen GREAT managers as well. But I was 100% set up. After the first write up, I started getting written up for everything and anything. I was even accused of sharing customer information, which was not true. One day, a co-worker of mine had asked how a loan application had gone with a particular person, and I gave my honest answer (not in front of ANY customers). That very same co-worker then went and told the branch manager that I had “shared customer information” - which led me to being placed on a final written warning. I missed out on my b
ProsPTO & Benefits
ConsPoor Management, High Turnover, Toxic Environment
A well established auto finance company that provides full service for Santander and Chrysler Capital customers
My typical day at work is working with different auctions that I have been assigned to and making sure that vehicles are ready to be sold at auction by having titles ready based on state requirements. I provide my team and vendors reports that can assist in getting titles ready in a timely manor. Working with many different vendors to get titles flipped out of customer names and into our company name for the swift sale of vehicles at auctions. Work on title problems that require contact with state DMV's to have them corrected. Each department is production oriented and customer based focused in a call center environment dealing with everything from collections, customer service, funding, title services and lease procurement.
During my time at Santander I have learned about the life cycle of a loan, customer service techniques to provide one call resolutions, and collection techniques. I have learned about chat techniques to assist customers via our online chat program. I have learned about state requirements and laws regarding the repossession of vehicles. I have also been placed in a position to lead my team meetings, and be our morale booster.
Our management staff has been homegrown. They have been with the company for many years and have been promoted from within to the positions that they are currently in. The managers rarely leave their positions.
Our current culture is Simple, Personal, and Fair. This has changed over the years that I have been with the
ProsWorkplace Education, Open Door Policies, Work/Life Balance, Opportunities to move around to new departments
ConsLack of advancement, incentive plan, the who you know mentality
Run far far far away! No helping hand from the Market Pres, DE's or the ROM's of the Metro NYNJ. Complete craziness and to be honest with you it's like a day at the Races with Groucho, Harpo and Chico and I'll add Zeppo Marx for that Fantastic Director of Consumer Sales for Metro NYNJ. To many leaders and not a spec of reality in their little worlds.
The challenges here at Santander Bank are real people. As they say "It's easy to tell people how to do their job especially since you've never done it before" its that amazing.
Not long ago, I listened to a Regional Market President speak at a leadership rally last spring regarding an issue she was having with a DE and how hard it is for her and she stays up at night worrying about him & his family yadda, yadda, yadda All about her, we get it (worrying so much that she felt the need to speak about it in front of him and 200 others) Well lets be serious the DE was there with his team and gone from Santander shortly afterwards. (Yeah nothing happened here people) What do you think of the leadership skills of Santander Bank now? It doesn't stop there, many other situations that should have been dealt with real leadership and wasn't. It's all in how you treat someone that they perform at higher levels of expectations.
What I find even more troubling is that the bank continues to hire more positions for State Street, Boston and they can't seem to pass a stress test from the Federal Reserve but lets hire more upper mgmt. How
Prosit's a new show daily.
Consno support
1.0
Client Services Associate | Dorchester, MA | Jun 9, 2018
CSA - Client Service Associate - don't waste your time here, it's a trainwreck, hence the constant turnover.
There's no room for advancement here and, unlike most other financial services firms, there are no performance-based incentives to help our Financial Consultants beyond our base salary. Beyond that, this team is in its infancy, so growing pains are to be expected--but what's NOT expected is the amount of ineptitude and corruption of our manager and our manager's manager that's displayed on nearly a daily basis. Our new "manager" was promoted from within our ranks by our now former manager not because of any ability or aptitude, but because she did nothing but complain that she had "nothing to do" (because the one Financial Consultant she was supposed to support doesn't trust her) and threatened to leave...FOR A YEAR...and nobody called her bluff. Instead she was promoted over us and that's when the incessant micromanagement began. Not only is it like the blind leading the blind here with rules that seem to change every week, but she's constantly late to our weekly conference calls, clearly disorganized/unprepared, and when our newest hire (who had more leadership skills than the two of them put together) challenged them on their make-it-up-as-they-go-along policies, some of which violate actual company policy as well as state labor law, they conspired with HR and fired him without so much as one formal/written warning because they knew they were wrong and had to cover it up to protect themselves. Now all of us are terrified of their retaliatory behavior and have lost fai
The bank is undergoing central bank audits that are not going well. As a result, they will have to increase capital. There has been a hiring freeze in credit for a year - meaning they don't actually plan to grow the total book. However, the mandate to all groups going in to 2013 was to grow aggressively, and the lenders' loan goals were doubled. The units with which I was associated exceeded their goals, and all the new loans were performing, with existing portfolio delinquencies being reduced dramatically. However, with the coming increase in capital requirements, all that loan growth is now a negative. Think about that- you are given goals, you exceed them, and then suddenly success becomes failure as far as the bank is concerned. This is being blamed on anyone associated with the loan growth, rather than on the people who calculated the reserves or directed the staff in the field to grow the book. Instead of saying "oops, we goofed by not reserving enough against still-NPL residential mortgages in Europe, and now we have to backtrack in the US," it's "why did you grow the book so fast in the US?" when the answer is "because that was what you directed."
The future reduction in lending will be spun as "being more conservative," but US past-dues were next to zero at year-end - it's a simple matter of not having the capital to lend, much in the way Spinal Tap's band manager explained "our appeal is becoming more selective."
I would not recommend this p
ProsWhen people quit or are let go they package the increased work for everyone else as a "promotion"
ConsManagement is disorganized, short-sighted and does not hold itself accountable for poor planning
Typical day:
5 minutes daily jump start
Employee coacing, Every Monday we had a sell meeting with all the employess and went over were we were stating towars reaching the goals and how much we need to make and surplus the quartelly branch goal.
Contact business customersto to set up appointments to stop by their during during the week for accout review and perhaps sell additional products that would benefit them better.Lobby Ledership, we took turns between the personal bankers,had at the end of the day review with each platform person to go over what they acomplished for the day and how many apointments they had for the next day and what was their plan as well for the next day. I was asked to be introduced all business customers that went to make deposits at the teller line or if they
were sitting with one of my platform person. I would like to sit with them to go ove their potfolio and if theydid not had time I would schedule an appointment to go to their busines.We also had abot 1 or 2 conference calls a day to report how as the day going and then a the end ofthe day.
The most enjoable part of my job: I loved people, I am a people person, it was so rewarding when they trusted me and I could it help them. I treated my job like was my own business!!! Wanted to suceed!!
My co-workers:
We all work together and got along well, we were almost like a family that we all wanted to help and we all wanted to suceed and achieve the branch goals %100 ++
The hardes
ProsI am a people person, management was professional and got along very well with everybody
Sovereign/ Santander US: Work every weekend, no staff to alternate shifts with, work over time, over time is unapproved, do not get a lunch break (creates more overtime), Branch level management is mediocre at best, DE and corporate message is not motivating at all, run by intimidation,referrals for bonuses are "scrubbed" in any way possible to eliminate payout. Payout (for tellers) are minimal, High stress negative environment, Typical day consists of one teller on the line alone working open to close, Day starts with a mandatory conference call that leaves you feeling hopeless and nervous about sales production, calls continue 3-5 more times a day not allowing time for completing customer service tasks, organization and production; MULTI TASKING all day, working with one other person in the branch who is just as overwhelmed and multitasking, cannot leave for a lunch break, cannot leave one person alone in branch, Lucky to have a minute to run to the bathroom, some times you might manage to heat up food for lunch but get three bites in between phone calls and revolving door of customers before food is cold and not worth eating at 4PM, Sales calls are required from Platform and tellers. Mandatory calls nights 1-3 nights a week (until 7 PM), if unobtainable goals are not met threats are made daily to have to drive 2 hrs or more to a "central location" for individual reprimanding and group "skill building sessions", " Sessions are scheduled hrs away from home and scheduled unt
ConsHighly sales driven, poor customer service model, high turn over, no staff, late nights, no family work balance, no lunch breaks (when no staff to cover), sales goals extremely hard to reach and bonus is not worth the time
Decent benefits/Unrealistic Goals and Outdated Computer System
In my over 30 years of working as a professional in many different positions, I have never worked for a company that treated its customers and employees with such a high level of disrespect. Instead of promoting a team environment, the company promotes more of a cutthroat one where everyone is protecting themselves. Goals are a moving target and training is absolutely awful. Since they are always changing your goals, and because they set unrealistic ones, it is very very difficult to meet your goals; and therefore, your commission payouts are reduced. For instance, originally when I started my position, we had one call night. Then they changed the goal to 20 cold calls a day and just recently, they changed the goal to 40 cold calls per day (which is almost impossible to achieve). They have one set of written goals in your actual job description, and another set of more stringent goals that are not officially part of your job description. It's the set of more stringent goals that is always changing. New employees are left alone to flounder and figure things out for themselves as the managers are usually unavailable to help, and the help line people regularly give wrong advice. The branches are run with a skeleton staff and are constantly pulling from other branches to fill positions. In the branch where I work, turnover rate is over 90% in one year! In addition, the computer systems are outdated and extremely slow. It is not unusual for your computer to lock up on y
Don’t do it unless you are very desperate, need the money and have a very strong will.
If you work in the bootle contact centre you will probably be taken on first as a card Alerts advisor and everything is lovely for the first couple of months but all that is happening is your being broken in for what’s to come. After a few months you will then be told that because of your hard work you will be progressing through the company to the role of fraud advisor and will get a pay rise of an extra £500 a year and better opportunities.....don’t be fooled everyone gets told that and you will be in for a shock.
Your hours will change and will be working 3 out of 4 weekends, bank holidays, Christmas Day, Boxing Day and new year and you can’t change them and if you try to book them off they will be conveniently fully booked and Christmas time just can’t be booked off for holiday full stop!
General Booking holiday is a no go. You have better chances winning the lottery then getting time off. Your social life will become none existent and you won’t be able to plan a life.
The hours a horrible you could be on any shift from 7am - 8pm Monday to Sunday.
Job Progression stops unless your are married/family member or best friend of a manager.
If you are a sensitive person or don’t suffer fools then you won’t last. The mental and verbal abuse you receive from customers is disgusting! and management don’t want to know at all - they tell you to push the call over to complai
ProsNone
ConsWork/life balance, mental and verbal abuse, working hours
Working as a collections agent on personal bank accounts you will be required to chase debts with customers who have exceeded their overdrafts, sometimes by an eye watering amount. The biggest problem is the complexity of this job. You must know how overdrafts work, the different types of bank accounts, charges and fees attached to them as well as the numerous different solutions depending on what the customer can afford. The accounts fall into a seemingly endless number of categories and strategies based on how much the customer has paid back, when they’ve paid back and how long they’ve been in debt for.
The biggest problem is the training material, it feels like terabytes upon terabytes of information you simply can’t absorb and they keep adding new things into it.There is always something additional you need to know but if you saw the sheer volume of the training modules you would understand how heavy this is. You then also need to operate numerous different computer systems and coordinate all of this during the call. Once you completed the initial training they team you up with mentors but you simply can’t absorb the level of information they expect you to know. The call exposure you get at this part of the training is minimal but they also expect you to be competent enough to go solo on the phone just two weeks after. The calls are long and stressful and every single thing has to be done correctly and precisely so the pressure not only comes from the calls but also fro
ProsHours, working from home
ConsPay doesn’t amount to very much, highly stressful and extremely complex
** WARNING, THE TURNOVER RATE IN THIS DEPT IS ALMOST EXPONENTIAL ** If you are thinking of applying to any IT GRC or IT Compliance jobs with Santander downtown (it will say GRC, Governance Risk, and Compliance or IT Compliance with GRC in the job description, through Santander or Prudent Technologies & Consulting or any other recruiter firm as they have a difficult time filling the positions) be warned. In a team of about 8 there was a 50-60% turnover rate from that dept. Sr mgmt was poor at best, and the sustainer of departmental issues. As opposed to work quality, Sr mgt would entertain and circulate gossip and hearsay from 2 main employees. One of them very incapable, was aware of their shortcomings, and had others fired by lying on the more capable employees to get rid of them. No matter how hard you worked, how much you produced, how great your interpersonal skills were, the Sr mgr would focus on gossip, then form it's own personal opinions then proceed to mistreat employees and have it's puppets disrespect people based on said lies and gossip. Extreme disrespect towards managers and other workers. And if you spoke about that disrespect, you were labled as disrepectful and labeled as a target for having the gall to stand up for yourself. If you were not into the backstabbing with the Sr mgr and the puppets, you were targetted. This mentality set the tone for the entire dept. Because of misplaced focus, less energy was placed on building the dept with talented employee
ProsThere were other depts Info Sec, DB, IT Ops Performance, Client Services that possessed great leadership and was respectful
ConsSr Mgr and it's 2 puppets rulled with unprofessional hands that undermined work ethics and ambition.
Buen lugar donde empezar a trabajar y hacer carrera profesional
Al comenzar tus actividades dependiendo de tu puesto de trabajo,
los ejecutivos se reúnen con su Directos de Sucursal (Gerente de Sucursal), para mostrar cual es el avance de metas. por cada producto o segmento. cada uno ve su avance.
Se le informa al Director cuales son tus prioridades para el día y cuales serán tus actividades así como si tienes que realizar alguna visita a una empresa, cliente o posibles clientes para tu banco. si es posible le entregas tu agenda para que vea como tienes planeado tu día. y en que lugares estarás si es que sales de la Sucursal.
Durante tu día en la Sucursal, empiezas revisando tu cartera de clientes, a quienes les hace falta por contratar algún servicio que sea de útil para tus clientes, y hablas para ofréceles dicho servicio, también si estos están incluidos en alguna campaña que oferta el banco para con sus clientes. hacerles llegar la invitación ya sea por cualquier medio.
Incluyendo llamadas telefónicas que es lo mas común.
Durante tus horas laborales en la Sucursal tendrás las visitas de algunos clientes que ya cuentan con algunos servicios contratados con el banco. Pero que llegaran en particular a buscarte porque requieren de alguna asesoría relacionado a sus cuentas personales, o de sus empresas o de sus servicios, es el momento de ofertarles un nuevo servicio y vincular mas a tus clientes para así poderlos llamar verdaderos clientes.
Sales a comer una hora o hasta dos horas dependiendo de la ciudad del arreglo que
Mi experiencia en esta empresa fue realmente mala, igual que la de otros compañeros que abandonaron la entidad antes que un servidor. Banco muy enfocado al beneficio de los accionistas, sin tener en cuenta la salud mental del equipo de RRHH que hace que el negocio funcione. Filosofía de trabajo 'latiguera', con mucha presión y sin intención de fomentar el compañerismo.
Toda la banca está sufriendo un periodo de transformación digital, lo que conlleva el cierre de muchas sucursales que restan rentabilidad, en tiempos de márgenes financieros muy ajustados y tipos bajos.
La entidad creó un 'cementerio de elefantes' llamado Santander Personal (SP), vendiéndolo como el futuro del banco, un "call center" en toda regla, con escuchas semanales de auditorías de control de calidad y mejora comercial. Empleados y directores de oficina de toda la vida pegados a un odioso teléfono 8 horas al día. Uno nunca se acostumbra a este sistema, ya que cada día que pasa lo ves menos 'personal'.
El cliente se muestra muy molesto con estos cambios y los empleados tienen que escuchar sus quejas sin poder hacer nada, con el único objetivo de enchufar más productos en todas las llamadas. Además, el cliente tiene que tragarse ese rollo patatero de la Digilosofía como si fuera la mejor opción para él, nada que ver con la realidad. Quieren presumir de 'digital" con un sistema informático editado antes del cromañón.
Sólo vales lo que hayas vendido ese día. Mañana se juega otro partido, repitiéndose
ProsNómina y poco más
ConsDesmotivación diaria y pérdida de salud mental
Questions And Answers about Grupo Santander
What tips or advice would you give to someone interviewing at Santander?
Asked Aug 13, 2016
Build your brand which is build yourself
Answered Nov 16, 2019
Treat everybody the same and stop making
Answered Nov 1, 2019
How are the working hours at Santander?
Asked Jun 15, 2016
For a teller long and early most branches open at 8am so you report at 7:15 if your branch is short staff you may be asked to work full days of branch hours. shifts range from 8-10hrs
Answered Feb 24, 2019
Depends on department and position you apply for
Answered Aug 12, 2018
What is the interview process like at Santander?
Asked Aug 10, 2016
Thorough! Don’t fib on your resume. Typical to be asked to speak to each experience and responsibility listed.
Answered Nov 4, 2021
You will be interviewed by an individual from the department they are hiring you for.
Answered Feb 19, 2020
If you were in charge, what would you do to make Santander a better place to work?
Asked Jan 20, 2017
Listen to the employees & give better bonuses
Answered Dec 2, 2020
Nothing really, it is very good, perhaps a stronger benefit offer tuition reimbursement
Answered Oct 22, 2020
How long does it take to get hired from start to finish at Santander? What are the steps along the way?
Asked Jul 8, 2016
Many interviews. You are hired as a temp for at least 3-12 months.
Answered Nov 23, 2020
It took only three days because Bank of America, my previuos employer merged with Santander Bank and they had access to my profile.
Then, I was interviewed by three Supervisors for 1/2 hr. and i was hired in three days after the interview.
