member services representative

loan processor

director

teller

programmer analyst

Ent Credit Union

I worked at Ent Credit Union for a few years. I applied initially since I had had a good experience as a member. Initially, everything seemed alright. The first year or so brought decent raises and bonuses, and a real sense that the company valued its' employees and their wellbeing. They were willing to train you even if you had not previously worked at a financial institution, which I greatly appreciated. The majority of my coworkers and I were happy to be there and felt valued. Unfortunately, something seemed to snap a couple of years in, and the company pivoted from "we're for people, not for profit" to "we're for profit." While there are still plenty of good member service representatives and managers working in the service centers, upper management has failed to maintain Ent’s status as an employer of choice. The sales goals, which were only a portion of the job previously, were exalted above all else, and frontline employees began to get badgered relentlessly about meeting quotas. Communication and transparency began to slide as well. It was increasingly difficult to get the help or resources you needed from other departments and management, which put strain on the frontline employees and wasted huge amounts of the member's time. Every time you turned around, the company would change its mind about policy and procedure. Then came the wave of layoffs. The back office departments were hit hard, but we frontline employees were told it wouldn't affect our areas. That was only half true. Rather than lay anyone in our areas off, they just waited until people left and then refused to replace them, putting further strain on the service centers. They also got rid of all the guards in the service centers, proving safety was only an afterthought in pursuit of profit. Additionally, we were treated to a slurry of broken and dysfunctional new products to use and promote to members, such as an unreliable new online banking system, or poorly implemented in-house credit cards. And of course, every time other departments or those above us dropped the ball on a new product or procedure, the frontline employees were left to deal with the stressed and unhappy members. Bonuses and incentives continued to shrivel up while the company spent endless amounts of time and resources securing a deal to be the "official banking partner" of the Denver Broncos, or remodeling centers that really didn't need to be updated. Employee morale was pretty low by the time I left to pursue a different opportunity.

If you are interested in taking a job at Ent Credit Union, there are a few things you ought to keep in mind:

A typical day at Ent is chaotic. You will be asked to wear many hats, and you will deal with the average drama of customer service. Many tasks will require authorization or assistance from other departments or management, and communication and availability from said departments or management is inconsistent at best. 

The job is high stress and low reward. Pay is mediocre at best, and bonuses are basically nonexistent. The only way to earn extra is through sales, and even though, those incentives were consistently getting worse. 

Loyalty and quality work are not valued. I observed that many people who had given the company years of quality work were tossed aside amidst near-sighted reorganization.

Accuracy and attendance as performance factors are outweighed by sales.

Internal culture is relentlessly corporate.

There is little to no consistency with policy and procedure. While I don't doubt that regulation is a good part of that, internal processes were constantly shifting back and forth with limited explanation.

Finally, Ent Credit Union is undergoing a merger with another credit union in Minnesota, and this will almost certainly cause more massive internal changes.

If you are looking for a fast-paced, high-stress, and mostly thankless job, with second-rate pay and only average benefits, then Ent Credit Union is for you. There will be some days you feel like you are making a difference for a member, but for the most part, you will feel like you are being crushed by a profit-driven corporate culture. 


Working at Ent’s call center is what you would expect from a financial institution call center. Your callers are primarily 50+ and you will be used as a talking checkbook register. You’ll see between 2000 and 4500 calls per day across a team of ~30-45 people. Expect to take between 35 and 70 calls per day individually. The number one question you’ll get is “what is my balance?” and then you’ll have to explain available balance versus ledger balance. Half of your calls are related to online banking because the members never bother to remember or record their usernames and passwords and rely on biometric authentication on their smartphones which occasionally disappears from the mobile app without reason. They will seldom attempt to use the self-service username and password recovery options and on the off chance they do try, those processes will likely be broken.
As an inbound support call center they had to find a way to offset the cost of maintaining a staff of 60ish so you’ll be expected to sell credit cards and investment services. Neither product is maintained in-house and integration is poor and disjointed. On the plus side there is not currently an expected call handle time metric but they will check on you and try to get you off the call after 20ish minutes thinly veiled as an offer of “help.”
Your scheduled days and start/end times will be the same but your breaks and lunch will change every day and are subject to change at any time. They will cut your lunch if call volume is excessive. If you select or are given a shift that includes Saturdays forget about the perk of federal holidays despite working for a bank. Let’s say during a given week that Monday is a federal holiday. You will have Sunday and Monday off but if you normally had Wednesdays off during this week you will be expected to work on your scheduled day off because you got the federal holiday off. Those that have Monday through Friday schedules are not held to the same expectation. Also, Saturdays are understaffed and call volume has been increasing steadily each Saturday for the past few months. On Saturdays the specialty departments are not available so be prepared to tell a lot of people that their issue cannot be resolved until Monday.
I have learned a wealth of information about how financial institutions process transactions, handle fraud, maintain past due accounts, and the systems that make up online banking. Management for the most part is amicable. Usually they are pretty genuine in their offers for support and guidance. Instructions are inconsistent between managers. Upper management will make infrequently visits and you are encouraged to treat them like celebrities during their visits.
Ent would like me to tell you that their workplace culture is open and accepting and friendly and welcoming but that has not been my experience. You may be able to share some small talk with your neighbors during the blue moon event of a moment between calls or you may bond with your coach upon hiring but generally your coworkers are to themselves and do not smile or wave at you when crossing paths. Be ready to have the door close in your face because a coworker couldn’t be bothered to hold it for a second. The American attitude is alive and prevalent, yes, even at Ent.
The hardest part of the job is getting normal people to understand the limitations you have to work between, whether it’s verifying them, account overdrafts, bill pay limitations, account restrictions, or what can and can’t be done over the phone. These are normal people with a dozen other fires they’re trying to put out like we all are, they will forget what you said, misquote you, and make things up. Additionally it is difficult to sell credit cards to 30+ year members that already have multiple credit cards but you are expected to nonetheless.
The most enjoyable part of the job is sincerely helping someone out. It can be as simple as refunding an overdraft fee to someone that is really struggling. Other times it’s helping someone navigate the website. The elderly are especially gracious once you have their buy-in which can take 30 minutes to earn their trust, but once they believe you, they’re very thankful and that is so rewarding.

If a job says, "We are like a family here," then run. Run far far away. A job is Not your family. It is a job. You are just as expendable and replaceable as anyone else.
Ent loves to promote a "family" culture, but that couldn't be further from the truth. They only say that to make you feel obligated to work harder for less compensation.
I worked for Ent for a long time, I loved my job at Ent. I knew the "family" stuff was a scheme to get me to work harder, but I'm the type of person who constantly wants to impress people, so I worked very hard. I worked so hard every day, did so many things that were not in my job description, and did so much for the company. Maybe that's on me, I shouldn't have put that much energy into such an uncaring and cold employer. In the end, it didn't matter. I was let go over something petty and without a second thought or a chance to discuss what happened.
Outside of my personal experience, please go look through the other 1-star reviews. Everything there is true. Morale is very low, pay is abysmal, management is Very clique-y, and their family culture is just an excuse to get you to work longer and harder without so much as a smile or a pat on the back or a "job well done."
Ent needs to get their stuff together. They're a small company that has big goals, yet they can't even keep their Call Center staffed and they can't be bothered to examine upper management's role in the dilemma. 
Don't get me wrong, management works very hard for their staff, but maybe that's the problem. They work just as hard as anyone else, they're pulled deeper than anyone else into the "family" bs (scuze my French, but that's what it is) and they're the last ones to see any praise or change based on their efforts.
Ent has big problems that will not be easy to resolve and will not be resolved anytime soon. If you choose to work there, expect high turnover, lots of stressful work, and very little support along the way.

They advertise that they hire from within but really they hire people that they want to promote and within six months to a year they promote the newest person in over someone that has waited years to get promoted. It's hard to get a promotion if your in a certain area. Some of the people that they bring in are just awful and not very well thought through if they will be a good fit with the team they are putting them with. The work place for me was very toxic as I had team members curse at me and talk to me anyway and because they were buddy buddy with the manager nothing was done about it. This same team member also has done some unethical things that were against the rules and when brought to the mangers attention nothing was done about it. I was also getting paid the same as everyone that I worked with but had way more on my plate than everyone else and was not compensated for it. There was also a lot of micro managing going on not only by the manager but from some team mates as well. Not everyone seems to be on the same page when it comes to policies and procedures. I've had one manager tell me one thing and another manager tell me something else and I could never get a clear answer on the proper way of doing things. They also tell you to not push products on members but some managers will push you to push products on members even if they don't won't or need them. I had a manager that wanted me to work work work and not use any of my pto.

I have been a member of this credit union since I was little. I couldn't have been more thrilled when I interviewed and was accepting for a role here at Ent. In all aspects, Ent truly cares about the members and employees. COVID really highlighted how amazing of a place this is to work. On the member side, we deferred loan payments, assisted small business owners with their PPP applications and submitted them on their behalf, and gave out millions in personal loans. On the employee side, Ent granted mental health days that didn't count against PTO, encouraged us to do what we needed to take care of ourselves mentally, physically and emotionally, came alongside employees whose finances were impacted and so much more. I have always known that Ent was an amazing place to be a member and employee, but the way they went above and beyond for anyone affiliated with them during a global crisis is what further affirmed that this is the place I want to spend the rest of my career. If you are looking for a job with an industry leader that is making strides in the right direction, and drives with purpose, advocacy, and leadership, look no further than Ent Credit Union! 

Ent is a good company overall, and they do good work for their members. However, open communication among coworkers is frowned upon and management is overbearing and borderline abusive. If we had anything to say that did not align with our manager's opinions, we were written up or yelled at. The manager at my previous branch would hit subordinates "playfully" and leave bruises. She would also not allow us to take any breaks that were not the specific lunch break. 
I tried several times to transfer to a different location, but was directly told that I was not a good enough employee to transfer. No clarification was given on how to become a better employee. 
They also said in my first interview that they're not a sales oriented company and prefer to educate their members on what is available. That was a bold faced lie. There are minimum sales standards, and if you don't reach them you don't get the financial compensation for any of the sales you have made. 
The company overall is a solid company. But they need to do some serious work with keeping an eye on management, as well as being more open about it being a sales position.

Ent has seen a lot of changes. It began as purposeful work but as the years went by the culture changed. Upper management and HR leads by fear and they will PIP or term employees rather than have meaningful conversations with them. Employees are afraid to speak up so true collaboration is avoided. Long-term employees are over looked for promotions while new employees step in to fill the roles. Ent has become more of a corporate environment. Employees are treated differently, depending on your status in the company. There is also a systemic secrecy between the business units which is impactful because nobody understands or is aware what the others are doing and why they are working on certain projects. If you’re a politician then you’ll do well in this type of environment but if you have integrity, run.

I've been there for over a year and everyone is now trying to leave because of the Call Center being managed poorly. Ent is growing way too fast and they aren't able to train the new people enough so the older people in the department are having to pick up the slack for the newbies. A lot of the members are getting really confused because nobody is on the same page about what the policies are and how to fix common reported issues on accounts. If you want to work for a place that has extremely low morale, then this is the place for you. Otherwise, they will lure you with promises of a healthy work culture but they've lost their vision in the greed to get big quickly. 

Working exclusively in the mortgage loan processing department, I do not have experience with how the rest of the company functions. However, I can speak directly of how the mortgage department runs and the issues involved with a restructuring of management. The current management had no prior experience in dealing with conventional, FHA and VA loans beyond lesser amounts that were done for home equity loans and lines of credit. As such, when the management moved to encompass the mortgage department some of the rules and goals instituted were not realistic for the department as a whole. The goals were set with the highest achiever in mind and not everyone could work at those levels. I think that this caused a rift between management and the team and ultimately caused several people to leave the department, causing a vacuum of experienced processors.

I love working at Ent because every day is so different. I truly thrive when I have a variety of tasks I can work on and am able to do so with a very supportive, open minded, and hard working team around me. Ent has a lot of big plans for the future so there is a TON of opportunity to advance in the company. I have found first hand that if you work hard for Ent, Ent will work hard for you. Ent continues to strive to be a great community partner in various areas, and is very generous with their members and employees as well. If you care about volunteering and giving back, this is a great place for you. There are a lot of positive changes occurring within the organization as well, so there is exciting hustle and bustle all around if you choose to have a positive open mindset. I have always believed that it is not your company's job to make you happy or fulfilled....you need to find your fire and apply it to your everyday life and Ent is the perfect place to work with that mindset.

Top Job Titles	Average Salary
Member services representative 4 salaries reported	$21.50 per hour
Loan processor 3 salaries reported	$49,333 per year
Director 3 salaries reported	$166,000 per year
Teller 1 salary reported	$22.88 per hour
Programmer analyst 1 salary reported	$29,390 per year

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