member services representative

call center representative

support specialist

collection agent

teller

Knoxville-Tva-Employees-Credit-Union

My experience working at this company was unfortunately shaped by a culture heavily influenced by office politics and favoritism. Advancement and support often seemed tied more to social connections;  particularly alignment with certain internal cliques or religious affiliations, than to performance or professionalism.

As an employee with a documented disability, I was especially disheartened by the organization’s lack of understanding and support regarding reasonable accommodations. Despite following proper procedures and providing the necessary documentation, I was met with resistance and, at times, subtle retaliation that made it difficult to succeed in my role. Rather than fostering an inclusive environment, the company culture left me feeling isolated and undervalued.

One thing I noticed was how the organization often dangled its benefits package as a reason to stay-yet those benefits are fairly standard compared to other employers in the area. It felt less like a perk and more like a tactic to keep people from speaking up or looking elsewhere.

In recent years, turnover has noticeably increased. Many strong employees have moved on, and it’s hard not to see that as a reflection of deeper issues within the culture and leadership.

While there may be individuals who have positive experiences here- especially those who align socially with leadership/ mid-level management team. I would caution anyone expecting equitable treatment, especially if you require accommodations or come from a diverse background.

I started at TVA Employees CU when the operations department and contact center was in downtown Knoxville on the corner of Gay Street and Wall Ave. I enjoyed working downtown and the managers seemed to really care and value their employees for the most part. It had a decent work-life balance. After a few months, management changed and the atmosphere changed for the worse. When I left all the leadership cared about was that you showed up to work and how many calls you could take each day. Breaks were less than 10 minutes and a strict 45-minute lunch break. It was like a totally different company than when I started. Also, flexibility in schedules was nonexistent unless you were deathly ill and had a doctor's note. No matter the reason. Also a strict dress code with colors of the day (like in preschool but not optional!). And you get a small stipend for clothing at the beginning but anything more is out of your own pocket. The stipend will not get you enough shirts for a full week. Not a place for single parents or parents with young children. The operations department and contact center is now in West Knoxville. Pay is decent, average for call center work. The benefits are good but expensive. Good 401K retirement plan.  The hardest part of the job besides meeting call volume each day is meeting monthly goals that are not always realistic and can be difficult to obtain. Especially in an inbound call center where higher amount of calls and low call time is pushed and pushed to lower wait times despite management not helping like ever.  I don't recommend KTVAECU. 


I primarily took calls from members from the time I arrived until the time I left, minus a 45 minute lunch and one or two 10 minute breaks. Part of it was trying to sell Credit Union products and services to members and often ended up transferring members to other departments.

My experience working at this company started off positively, but it fell apart quickly. Department leadership spoke often about how Member Services Department being a big family, but it simply isn't true. A family wouldn't treat one of their family members the way some of the people here treated others. There were often different standards for different employees. That tends to happen most places, but certainly doesn't make it right. The organization tries to display some positive environment, but it is insincere.

The worst part of the job was dealing with constant verbal abuse throughout the day. The most enjoyable part was dealing with the good members and the good coworkers and supervisors. That said, you'll find good customers, coworkers and supervisors at pretty much every job. 

If you can overlook company politics then the job it self is okay.  Your day will depend on how close you are with your manager. If you are a good friend then you can do anything you want. If they see you as just an employee then you will be expected to work every second of the day with no breaks other than lunch. Thought this would change working at corporate but it is the same no matter where you are at. Kind members and some of the employees who care about their jobs are what will get you through your day. Do not trust anyone. People will bait you into conversations and saying things just to run to managers then twist everything to get ahead because it works in this company. Do not give feedback even if they are asking for feedback. Instead of helping those who need guidance they would rather push them out of the company if you are not looked at as a friend. To succeed if that is your goal you will need to realize that it is all about what you say not actions, learn to lie with a smile, compliment managers every time you see them, and focus more of your energy on appearances. 

It doesn't feel like they care about us in the branches. They tell us that they're training something the wrong way and to wait on communication to come out for the correct way. Do not ask questions. They do not want to make decisions until a member is in front of us needing what we are trying to learn now. God be with us during this conversion.  They do not value honesty, only fake positivity. Get into the inner circle and you will go far without needing to do your job well.  If you have too much integrity to care about the circle, find a manager who cares more about the company and their employees than they do about their image. You will know you have found a good manager if they care enough to have the tough conversations, address issues, and back up their employees. As a floater, these types are few and far between. 

Overall, KTVAECU is a great place to work. The company morale is usually supportive, uplifting, and encouraging. Family is important and employees are seen as people, not just numbers. The two biggest complaints I have are low hourly pay and management. I had some phenomenal managers that I'll never forget, but I also had some really bad managers that made working there miserable. The times I spent with the good managers were some of the best of my life, and I'm sad those times had to end. The benefits are mostly good, though it sometimes changes from year to year, which creates some issues. The hourly pay is incredibly low for the industry and for the work we do, but small raises are offered annually, sometimes semi-annually depending on training. If you're looking for a company to grow with, KTVA is a great place for that. Plenty of room for advancement (in most positions).

KTVAECU has some of the best benefits all around. However, I feel like they sometimes use that as an excuse to have a lower pay range. The lack of communication within this company has spiraled out of control. All policies and procedures have way too much “gray area”. Instead of letting problem managers go, they just move them around to different departments. Too many policies based on employees appearances. It’s 2023- who cares about tattoos/nose piercings/vivid colored hair. As long as the person does their job, and maintains a business professional image with their clothing/cleanliness, that is all that should matter. 

It is a great place to work if you are in the right click. Honestly I felt like I was back in high school. It is not a good enviroment for anyone to be in. I witnessed employees being treated very badly by upper managment in attemps to get them to quit. It is a family place , if your family member is in the high position, you have a great job ,but if not look out you will be doing all the work. It has a very high turnover rate that they blame on the industery but I know folks at other credit unions that have been there for years and love. Stay away! it is like the black death to have this company on your resume

What is the best part of working at the company?
Pay & insurance but there's not security and they do not help new people. Snobby and racist 


What is the most stressful part about working at the company?
No security. The customer. No true help. 

What is the work environment and culture like at the company?
Snobby, manipulative, and secretive. Extremely stressful with lack of true security, or care for their employees.

What is a typical day like for you at the company?
you're required to be there 30 minutes before and you can't leave until everyone is balanced; could be hours. there's usually never enough people to help and the lack of security is frightening.

What is the best part of working at the company?
The benefits. Health care coverage is zero cost for employees and household family members. 

What is the most stressful part about working at the company?
Lack of communication in some departments. 

What is the work environment and culture like at the company?
Very family oriented.  People helping people environment.  Respectful. 

What is a typical day like for you at the company?
I work on my tasks, help members as needed. My personal position is low stress most days. Some days events occur all at once making those days a little higher stress.

Top Job Titles	Average Salary
Member services representative 73 salaries reported	$19.05 per hour
Call center representative 5 salaries reported	$20.00 per hour
Support specialist 4 salaries reported	$20.50 per hour
Collection agent 9 salaries reported	$20.50 per hour
Teller 8 salaries reported	$18.13 per hour

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