senior analyst

customer service representative

analyst

account manager

customer specialist

Computershare

I'm here through a contractor. I took this gig to make a little extra money. No aspiration to be a CFR here. I have a FT job elsewhere. I have to say that this role is something very very very basic. You're basically asking shareholders for votes. Don't come in thinking you'll love the job or you'll "grow" here. It's pretty much a job you need very very little skill to do.

Here is the problem though. they have terrible:

1) Systems - they crash constantly. Their tech support is absolutely terrible lol. They will suggest its everything from your computer to your internet provider. Knowing IT myself, it's definitely a server issue on the company's end. They either don't allocate enough system resources to agents or have terrible outdated servers

2) Applications - the applications they have to read a script load slowly, are not updated, have a poorly built flow. Leadership just can't wrap their minds on updating this system. They are either to scare to suggest or don't want to.

3) Not on the same page - you can speak to 3 different leaders and get 3 different answers on how to handle the calls. All 3 will believe they are correct. I don't get why they don't have the person that trains you be your lead. It would keep things simple and they would have agents trained the way THEY want them. If you correct them due to documents contradicting what they say or another lead, they pretend they never said the other thing lol.

4) Time Restrictions - They really do kind of hold on to that 8 minute cap of personal time (meaning restroom breaks). They supposedly HAVE to know if you are stepping away. Never had that issue in any other CFR job before. I get it, we work PT, 5 hour shifts, but come on, seriously, lighten up. If I'm going to have to go to the restroom for more than 8 minutes that shift, too bad. Feel free to let me go if this bothers you so much lol. I get it, you don't want anyone abusing it, but don't be this restricted.

Unless you're into finances and get into that side of the company, you will NOT want to be a CFR here. It's just not a part of their company I believe they care to support too much. Most of the time you'll be A) Taking votes B) Leaving VM C) Not Leaving VMs D) Speaking to people that have no idea why you're calling and are angry. The leads here, sadly, just do their best with what they can. I heard one of them say they've worked here for 6 years. Sadly, this is all they know how to do so you can't be mad at them.

As a side gig, hey just work it and make your money. It's easy money. Anything else RUN AWAY lol.

Work life balance - there is a work - work balance. Your working week is 7 days a week, although you may escape working Sundays but be prepared for the last day of the month if it falls on a weekend your likely to have your work pattern amended to get you into work. The job description may not match the job you do, it will cover some of it but, if your working in the call centre or debt management, you will be on the phone 7 hours day having to deal with customers who in the majority will speak to you, like your dirt. You will leave the office drained both physically and mentally. It is a target driven environment with high personal quality targets and business targets, do not get me wrong these are achieveable, but from a QA perspective it is more of a race to the bottom, its not what you have done, its the assessment of how you have done it. paywise and bonus (coughs) there is higher paid similar employers and there is less paid similar employers,  compare the salary to the culture and your expectation of how you want to live your life. live to work, or work to live. absence policy regarding ill health is strict and harsh. it is very easy to fall foul and end up on a disciplinary due to absence. Management, there is managers and there is leaders, those that will support you if you are right,  have mostly gone, what remains is the company way led management and also favoritism  shown by management to colleagues, due to personal friendship, which also leads to jealously traits. If your good at what you do, do not expect to be rewarded for it, and god forbid you speak out or put your hear above the parapet, once you have crossed over the target on your back just gets bigger. Currently there is a working from home policy due to covid19 that may change.  There is uncertainty about the future as the parent company are a service provider and rely on clients so it the clients go,  will leave that there.  Don't ask questions or if you do, don't ask difficult questions as your manager will most likely not be able to answer them or wil check with their manager or HR to see what and how they can respond. I worked there, but when I worked there it was the people who made it worth it ( generally).Oh and parking is, at times non exisitent.

I truly enjoy/value my job at Computershare, but like a lot of the other reviews I've been scrolling through, the management is a bit sketchy. I have a lot of respect for my current (new) Teamlead, but the one I had (it's not by choice, ever), has made it to where I'm starting to question my view on this place. I've gone to HR about it recently. They are super quick to put people on Corrective Actions (write up's) even though they say they are big on promoting within... Their standards are set SO high for the call center reps. I am an exceptional customer service rep, and 9 out of 10 calls I receive would show it, but they only care about the factors of the time on each call, to where it messes up your 'percentages' when you get elderly people ALL the time, who you may have to be more patient with. My big issue is the 'final' I'm on. (It's the 3rd/last corrective action you can receive, lasts 180 days, and if you're late or miss a day, you'll be fired...unless the reason you missed is something they feel can be excused, but don't expect it) I was given this because of a tardy when I was fairly new, instead of calling in when my vehicle broke down (I live in Indiana), I had to unexpectedly catch a TARC bus and ended up being 10 min late because of it. But I stuck it out for my full 6 months on a final, and a week before it was up, due to the old teamlead I had that did not go over our monthly 'success factors' with any agents, I didn't know I was not meeting those expectations and I was just put on a new final because of it. As I stated I've spoken with HR about it and although I'm not positive that I'll have a different outcome, hopefully it'll at least keep this from happening to anyone else. I truly truly do love and value this job, I've never felt this way about any employment in the past....but the current situation I'm dealing with has most definitely had me inquiring at other places of employment unfortunately. No parent can go a YEAR without any unexcused absences because life does happen (they know this, but don't truly care because it's not their life/job on the line). I do actually refer people to apply and work here, I just don't agree with the way it's unfortunately turned out for myself.

training teaches you how to use the systems in the call-center. You will basically learn your role while doing your role.  working in Computershare’s call center is for an experienced rep. You will be busy in the call-center. We are a busy call-center. The company does allow you to have personal time throughout the day, though to decompress. They do offer a monthly and quarterly bonus. Being efficient is a must in the call-center. If you want to be successful, you must use your resources and follow the processes and you will be successful but you have to be a good communicator not just on the phone but with your colleagues cause you’re working remotely majority of the time and you have to be able to articulate what your needs are or what you are trying to convey.  The company has a wonderful culture. We are very inclusive but we’re not perfect. Yes issues do come up and sometimes it may be frustrating If you’re not able to pick up the phone and call someone that’s why you have to be a very good communicator. You need to be able to learn from your mistakes and except constructive criticism. This job is not for the faint of heart but if you are an experienced call-center rep and you know how to churn and burn the calls and do what you’re supposed to do on the call then you’ll be fine, there is not a lot of opportunities for overtime and unless we are in the busy season which is in tax season. I see plenty of opportunities for advancement, we get emails on a regular basis, telling us about a open job postings. 

Overworked under paid. New location is beyond despicable- tiny work stations, no leg room - ummm blood clots?!, monitors are inches from face - they should have to pay for vision, help desk is usless and you have to wait min 15 mins to even talk to someone, no water or ice in the suite, people are packed into the areas like sardines and add in the different food smells its disgusting, clients have aleady been complaining about noise volumes while on the phone due to such close quarters, cafeteria is slow (takes more than the allotted 30 min lunch just to get something from the new cafe) and they are wayyyyyy over priced! The vast majority of us dont even get paid enough to purchase any meal from that place! $ 0.75 for ONE slice of bacon?!? Oh and they want people to work from home but arent willing to provide laptops to do so! Plus having to pay for high speed internet to get the job do e while at home cause they downsized the Canton location so drastically that employees that have worked in the office 5 days a week for over 10 years now have to share a mini cube with another person! No consideration that many of these people are using their own laptops/desktops .... if something happens to their personal computers they will not help you but still somehow expect you to do your job. They set employees up to fail while claiming they want employees input! This company used to be amazing to work for but they have gotten way to greedy and no longer care about the employees that have been with them for decades! And why would they when they can pay a newbie in KY $5 less a hour to do the same job but less efficiently.

I'm a customer service representative for Computershare. I'm currently a temp and I was very impressed with the training program they offered us. We were given 4 weeks of classroom training and a week and 1/2 of Academy training (taking live calls with assistance). They did not just throw us out on the floor like a deer caught in headlights. You have enough time and practice to feel comfortable taking calls on your own. I knew nothing about stocks and how they worked and now have learned a great deal. There is plenty of floor support and help available from the Team Leaders/Assistants if you get stuck. The QA team offers great feedback and also points out positive aspects in your calls they listen to, instead of only telling you what you did wrong. Most of the customers I've worked with are patient and pleasant to speak with, give or take a few. 
The downsides of the job is at your desk most of the day, and very strict adherence to your schedule. You can't be a minute late to work or back from lunch break or it counts against you. Is best to bring your own lunch from home as no time to go out for a bite. Also you only get one 15-min break. Also as a temporary employee during tax season, its never been clear as to how secure our position is once the season is over in April. The pay could also stand to be raised a dollar or two.
But overall I've appreciated having this job and consider it an asset to my work experience and something that will look good on a resume.

The job itself is good, I work from home which is ideal, no weekends or Bank Holidays, earliest is 8am, latest is 5:45. The pay is good and you get bonuses and increase based on upskills. 

However as a company we are flawed and the management is flawed. The biggest downfall with computershare is blindly following procedure, many of our procedures or processes simply don't make sense in a customer perspective or an efficiency perspective, however they do not budge on those policies and processes. Also the management is very flawed, your calls are too long, so you shorten them, you are spending too long in after call work do that work during the call, so you do, your calls are too long again. Some stats are simply unachievable, like a broker call being ideal 4 mins, when they ring up asking for dividend information on 20 companies. 10 seconds in between calls when it takes 5 mins to fill in the necessary requests. Etc 

The way you are managed is very much we appreciate you but only if you reach these targets, if not you are treated poorly. They speak to newbies so positively and we are a happy family here to help each other, but I remember receiving those statements and a year down the line when you aren't new anymore its simply not the case. And you watch them telling those lies to the next newbies. 

We take calls on a per available basis,. calls are to be taken constantly unless on a break, lunch, or the 7 mins of personal time they give you. 

I learned so much more about the financial aspects and the stock market than the little to no information I had before. It also greatly developed my customer service skills more by learning to de-escalate calls based on the situation, and knowing that I could assist them to do almost everything they needed to do with the information i was taught. 

My co-workers are what kept me at the job. There are great people that work there, who are active and knowledgeable and are great at what they do. I was able to ask them for assistance when I was stuck. 

One of the hardest parts of the job was the constant monitoring. They closely track what your doing, how long you do it, and you have to always notify them if you intend to change activities (i.e. personal time, break, lunch, or after a call to write notes about it). You really have no choice but to take calls all day, there is no variety in the call center.

The most enjoyable part of the job was making sure the customer got the assistance they needed. When you are able to do something for them that the previous representatives couldn't do. The satisfaction from hearing the praise or joy in their voice really made the job worthwhile.

In the 17 years I was employed Computershare was the most recent merger the business underwent . It was fka BNYMellon,  prior to that is was known as Bank of New York. My most recent position there was to be part of a team that facilitated work processes ,management of staff and client deliverables. I had the opportunity to work and manage both onshore and offshore staff as well work with the IT Specialists group in integrating new workflows and/or system enhancements to meet regulation requirements. A typical day at work meant reviewing the volumes of work ensuring, adequate staff was assigned either electronically or verbally instructed, answering any staff inquiries, client request and  working on system upgrades and procedural maintenence. My team was referred to as the "A team" because we worked so well together and we were the people to go to if you had an issue. We assisted each other to get tasks accomplished on time while also managing both staffs and ensuring all regulatory requirements or client contracts were being met. The hardest part of my job was not being able to personally meet all of our offshore staff personally to be more hands on with them.The most enjoyable part of the job was all the interesting experiences and challenges I was exposed to and given the opportunity to work on.

When I work, I think of the customers first and what there needs are and to the best of my ability if I couldn't help them I would find someone who could.

If I knew today what I know now I would of never lost my HOME I was a young kid when I purchased my home and beleived everything the seller told me read and gain knowledge never sign anything you don't understand it hurts in the long run they are just there for the sale not for the customer.

There were quite a few Managers and Supervisors who cared about there employees and there were also quite a few who were just in it for there own accomplishments and didn't care if some of the employees were fired or what happened to them.

I love working with fellow employees we loved helping each other in all ew could.

The hardest part of the job was listening to peoples problems and finances because no one likes to loose there jobs loved ones or homes so I was always there to listen and assist when ever possible

The most enjoyable part of the day when I knew I could help and made the customer happy by the end of the call  and put a smile on there faces and could tell alot of them everything was going to be ok.


Top Job Titles	Average Salary
Senior analyst 6 salaries reported	$56,120 per year
Customer service representative 6 salaries reported	$18.02 per hour
Analyst 4 salaries reported	$56,750 per year
Account manager 2 salaries reported	$95,500 per year
Customer specialist 4 salaries reported	$20.00 per hour

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