inbound call center representative

customer service representative

accounting clerk

BankUnited

I have been with BankUnited for a year now and I must say, this company never ceases to surprise me....in every bad way possible. From the time you apply until the time you complete training, BankUnited misleads you into thinking the Relationship Banker position is comparable to a Personal Banker at other institutions. It is far from it! A relationship banker at BankUnited is solely responsible for BUSINESS banking production. Your sales goals are based on commercial loan production, non-interest bearing deposit growth and treasury management referrals. They have absolutely no formal credit training and they do not teach you anything about business lending; basically they throw you to the wolves and hope that you figure it out on your own. The upper management puts so much pressure on the retail staff that BankUnited cannot retain employees. I have seen more turnover at this company than any other I've ever worked for. The quarterly bonuses are above average for retail banking, but still much lower than a typical business banking position. Starting in 2014, they changed the whole incentive plan making it near impossible for RB's to hit their quarterly goals....and TRUST ME, the hourly pay is NOTHING for the stress that you are put under. Like I said, I have been here for a year, I have a really good reputation within the company, but I feel it is necessary to give my honest opinion. This is not a position or company I would willingly apply for had I known all of the details. Take my advice, pursue another bank!

Where to start. When I was hired, I was told my position was paid incentives as well as my hourly pay. I feel like I was completely misled and lied to. I have not been paid on any new accounts, cds, etc. The incentive plan is from 2018 and hasn’t been updated. And don’t even try asking anyone what’s going on with that because either they don’t know, or tell you to stop asking. 

When it comes to COVID, we got nothing. All other banks raised wages or implemented hazard pay. BankUnited limited branch hours up until this week, and we were still paid 40 hours. But since my branch is extremely understaffed, I was still working 40 hours regardless. They decided to tell us on Friday that we would be resuming normal hours this week. No time to prepare. So the one thing the bank had going for it is gone.

No Christmas bonus . They send pies. No hazard pay, they sent us cookies and a thank you note. They never bought us lunch. Nothing at all! And raises are only a couple cents. They don’t keep up with the raising cost of living. 

They expect you to cold call and get new business since they don’t advertise . But tellers get nothing for the yearly bonus. Management want us to sell, so they can make money. We get nothing for it.

The system is flawed and outdated. I feel like I work in the 80s. Due to lack of staff, you do the job of 3 people. They even routed the call center calls to the branch making it even more stressful. 

Also, if a customer doesn’t have a lot of money , they won’t do anything to help them. They will only waive fees for people who have money. They only cater to the rich.

No training. No direction. No communication. This company is a disaster. I made a mistake working for this company.

Forget recommending people to work here, I wouldn't even BANK here. This bank is more in the business of catering the wealthy then providing services. This is coming from someone with over two years experience working at one of the largest banks in the US. Anyone looking to work for this company better be ready to make cold calls to businesses and former account holders as this bank does no traditional marketing to attract new clientele. This is a financial institution that refuses to provide its employees with direct deposit to any external bank account but will never mail your paper check on time. Think about that for a minute. This is a bank that rather spend money on postage in 2018 and delay your pay as much as possible through mailing it out on your "pay day" in what appears to be a soft retaliation against employees who rather bank somewhere else.

Do yourself a favor, you can earn just as much working at a place like Walmart or Target without the pressure of making sales while being offered better benefits. I only accepted this job because of how well the bank I previously worked for treated their employees and I thought it would be similar throughout the entire banking industry but boy was I wrong.

Company lays off over 200 people but then they decides to celebrate their 10 year anniversary with champagne & cake for everyone! Celebrating with events (BBQ's) and posting pictures on social media while people were getting laid-off.  
- They locked down & controlled the AC to hundreds of employees (in the corporate offices) to save money, many co-workers were uncomfortable & sweating all over.
- Leadership/Executives make fun of those who have a "Latin accent" and overlook their skills, years of experience and education.
- Co-workers that weren't selected to be apart of the BankUnited 2.0 project are spending months without no work, wasting talent and skills.
- Everywhere you go (i.e. gym's locker room, cafe) practically every employee is talking about how unhappy they are working for BankUnited. Morale is low.
- They hire talent from the outside instead of promoting talented employees who have been there for years.   
- They post jobs after they hire and bypass the bank's policy to hire someone from the outside.  They think people don't notice but people speak and news gets around.
- Lack of communication between departments- Turn over is high, many people have left worrying about their job (including me).
- Poor management, they're all lost since the bank is struggling to cut on expenses.
- There was "no budget" this year and no money for education,  self-development, supplies, etc.

•	Documented test plans, test cases, and established schedules for test case execution.
•	Involved in implementation of Agile SDLC methodology.
•	Prepared a traceability matrix to ensure business requirement-to-test case correlation.
•	Analyzed requirement documents, use cases, and created test scenarios and test cases for different releases, phases, and products.
•	Participated in weekly Assessment Meetings with BAs, SMEs, and Developers and coordinated between Business Team, Development Team, and Testing Team.
•	Identified and Documented functional requirements using and mapping them to individual test case requirements in QC.
•	Performed backend testing using SQL queries, generated the reports to ensure the data integrity and validated the business rules.
•	Responsible for reporting and tracking defects over the entire defect lifecycle using QC (Quality Center).
•	Conducted System Testing, GUI Testing, and Cross Browser compatibility testing during the releases; and interacted with the developers to resolve any technical issues.
•	Performed manual and functional testing on various parts of the application, and used QC for bug tracking.
•	Wrote and executed complex SQL queries to validate Back-end data.
•	Attended UAT testing and assisted the BA and project manager to conduct UAT sessions.

Mind you, working in a loan production center is high volume and stress is a given and to be expected.  Having to work 60 hours a week and having to work most weekends is asking too much of anyone.  I'm an extremely hard worker with a good work ethic, so I don't mind hard work. It's the lack of hiring and constant pressure with too few employees that is causing the problem. You just never get a break!  Christmas last year was completely ruined after being so stressed out because of closing all stacking one on top of the other, all with major issues.  

Thought there would be a lull in 2016, nope.  This whole year has been stack the loans on, keep hiring more sales people, but never ramp up your back office.  I get that many companies are cutting back and expecting more, but you burn people out when you have them doing the job a 3 people. Quality of life is so much more important than money.  I've been doing this job for a long time and have NEVER had an employer expect so much out of their employees.  Management needs to get real or their good experienced people are going to start dropping like flies.  People have choices.  I choose to not be stressed out of my mind 24/7, or be a heart attack or stroke victim, so this fly is out.

Seems the bank is getting ready to be sold. 

* Bonuses are paid every 15 months.  instead of an actual 12 months.

* There is no way to actually calculate what your bonus will be at the end of the year.

* Even if you reach 300% of your goal, sales employees are compensated at the 100% threshold of goal.  This has happened over several years to myself and my peers.  

* After waiting for over a year for your bonus, there is still a 30% holdback on bonuses paid. 

* An additional 10% is deducted from your bonus a certain number of files fail, or if a client pays a loan balance which brings your goal number below a certain threshold.

*There is little room for advancement.  

*There is a major lack of staffing which leads to an individual doing the labor of three people.

My experience at BankUnited was excellent. The worst mistake I have ever done was to leave this company. I left thinking that I was being offered a better opportunity; however, that was not the case. BankUnited has family members, not employees. I worked at a branch that was a 2-in-1, as it was a branch that had been merged with another close by. My manager was young, but very knowledgeable and professional, as was my assistant manager. Together we were like a family. We had our disagreements, but overall we worked very well together. The company is very stable and strong, senior management is humble and caring. There is always opportunity to grow, and senior management directly recognizes talent as well. The pay and benefits were excellent. They allowed overtime, as needed. I would definitely consider working for BankUnited again.

branch opening, buy/sell cash to tellers, running statements and reports, auditing, upselling  bank products, running promotions, forecasting, running transactions accurately, meeting customers' expectations, preparing special requests for cash orders, providing summaries and report for upper management, working with the back of the house, currency exchange, training new staff, balancing tellers drawers/vault and branch, attending meetings with upper management.
Going through conversion became quite challenging, due to new systems.
Satisfying customer's requests and contributing to the successful operation of the bank meant constant developing and improvement on the individual level. Management's appreciation was a great motivating force.

Morning starts at 8:30AM pulled up daily reports which consist of calling clients if there accounts were overdrawn. Pulled up new accounts opened report to review all accounts opened for accuracy. Scan documents if needed. Made outbound sales calls throughout the day for new business. At least 10 calls per day. Filed files, answer E-mails, took care of clients that came to open accounts. Personal accounts, Business accounts. IRA or CD's.Processed outgoing wires.Referred Loans if needed.  Took care customers concerns and complaints. Give excellent customer service. At times I would balance the vault. Order cash shipment for the Bank. Coach employees, did employee scheduling and payroll.Conduct weekly operations and security meetings, adhering  to policy and procedures at all times. Did  Cash monthly audits.

Top Job Titles	Average Salary
Inbound call center representative 1 salary reported	$26.00 per hour
Customer service representative 1 salary reported	$13.00 per hour
Accounting clerk 1 salary reported	$29.60 per hour

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