member services representative

call center representative

account representative

loan specialist

support specialist

Randolph-Brooks Federal Credit Union

This was an extremely challenging work environment that was incredibly stressful and disheartening. In the department I worked, managers failed to lead effectively, which impacted not only individual team members but also the overall potential of the team. 

As a result of poor leadership, there was a lack of direction, poor communication, and low morale amongst the team members. This created a toxic environment where employees felt undervalued and disengaged.

 During my time I observed the following:
1. Immaturity: Managers that lacked the maturity required to provide the necessary guidance and support for their teams to thrive. Instead, they prioritized asserting authority over fostering a collaborative and respectful environment.
2. Lack of Development Opportunities: Growth and development were not prioritized, this led to team members feeling stagnant, and decreased motivation and engagement.
3. Favoritism: Favoritism created division within the team, undermining trust and morale. Some team members were consistently favored, while others were left feeling undervalued and demoralized.
4. Unrealistic Expectations: High workloads with unattainable goals resulted in burnout and frustration. (It is essential for managers to set realistic and achievable targets to maintain team morale.)
5. Public Humiliation: managers utilized embarrassment as a management tool which was not only ineffective, but also harmful. It damaged  self-esteem and fostered a toxic work culture.
6. Normalized Toxic Behavior: Over time, employees became desensitized to poor treatment, accepting it as the norm. This perpetuated a cycle of dysfunction and limited any chance of improvement.


Advice to leadership: It’s essential to recognize that leadership can significantly impact workplace dynamics. When individuals are promoted to management roles solely based on tenure, without considering their leadership skills or ability to inspire and guide others, it can lead to a number of challenges. To foster a healthy workplace, organizations should prioritize selecting leaders based on their competencies, emotional intelligence, and ability to build relationships. Investing in leadership development programs can also help current and aspiring managers enhance their skills, ensuring that they are equipped to lead effectively.

RBFCU has amazing benefits but especially for those employees that have been here for decades. The problem is that some of the ones that have been here for decades are terrible managers. The employees who stick around tend to be similarly unprofessional and the ones who don’t are people who demand respect in the workplace. RVP’s bend over backwards to protect management but there’s no such person who does that for member-facing employees. HR is not your friend, in fact they are the number one reason management never sees consequences for their actions and the branch environment can be incredibly toxic. Personally experienced this and knew many tellers in other branches with similar management issues. Management is given too much leeway with policy  and it makes us look inconsistent with members from branch to branch. Expectations of duties  for tellers are high, but we do not have the manpower or time to achieve the ever growing list. COVID response was amazing initially, until they removed the mask policy and I was forced to work with unvaccinated maskless employees in close corners ( that didn’t believe in science regarding COVID). Management never enforced mask policy, nor the MANDATORY social distancing RBFCU expected of the branches. Did not think pay matched with level of health risk, nor made up for the negative impact on my mental health. This company is not friendly to people with developmental disabilities, it is a very conservative organization and unwelcoming to diverse people. No accountability at the top and it shows. Back end departments are better, but even then it can be hard to move up with the limited roles. RBFCU wants the best employees but has no interest in keeping them in ways that count. 

I worked for RBFCU for 2 years in consumer lending. This is a great company to work for to gain lending experience. The training program for lending was great. Working in lending is high volume and fast paced and it takes time before you feel really comfortable, but with the training program and on the job training, I think they prepare you well. If you put in the work, there are opportunities to grow in the dept as an on the job trainer and team lead, but it pretty much caps out there. Consumer lending is a good stepping stone to other opportunities in the company. Before I left RBFCU, they started converting consumer lending into a true call center environment so I can only imagine that continued with Covid-19 times. That became frustrating because some loan transactions were complex and team leads would constantly be messaging you regarding your after call wrap after just a few minutes. They started encouraging reps to keep members on the phone while you finished up the loan which in my opinion was poor member service. I mention this just so an applicant understands the consumer loan position is in a call center type of environment. I enjoyed my time at RBFCU and had some fantastic coworkers. The experience and opportunities I had at RBFCU was invaluable.

When I was first hired at RBFCU I thought I had hit the jackpot. Being in the CU industry you are always hearing what a great huge and successful company they are. Well - it is all a joke. There is so much favoritism its disgusting. The training department is a joke. The training managers have little to no other work experience other than only working for RBFCU so they stay closed minded about any suggestions for improvement. The HR and Training manager is a joke - playing favorites within her group and encouraging inappropriate behavior and comments while behind closed doors. Don't even try to be your own person here - all they want are little robots who do and say exactly as they want - even if it is throwing someone else under the bus for their need. I was once asked to write a letter of something that happened with another employee from another department, that was truly not even a big deal, but because they wanted this person fired, they had to have something solid in order for their case to be somewhat valid. If you are wanting to work within the financial industry, please look elsewhere. This company is beyond outdated with their mindset, operations, and the industry. You will be better off starting your financial career with a smaller more innovative CU.

A typical day at work involved a lot of functions.  RBFCU does not want you to be an expert in one area, but instead expects you to be good at everything.  This begins as a teller, then expands to a representative; which can start to help members open accounts, apply for loans, dispute debit card charges, do a title transfer, etc.  It's a lot to put on someone who isn't necessarily getting paid to do these extra tasks.  I learned that by cross training all employees, the need to promote these said employees to management was no longer necessary.  Those in management were able to choose people they knew as their assistant/teller managers.  If you are okay doing all work and no room for advancement, then this is the work culture for you.  The hardest part of the job - not hard at all.  I did truly enjoy helping people solve issues and handle hard situations by getting that fraudulent charge reversed or giving the customer an option (like a Line of Credit loan) that saved them a ton in overdraft fees.  I actually kind of miss that.
- No longer employed by company.

Job is easy, people are friendly, but expectations are unrealistic. There is no sense of unity but your on your own mentality. No clear outline of what is expected, since nothing is set in stone and managers will manipulate policies and procedures, since there are none, to their advantage. The schedule is hard to work with and management says they will work with you but that is far from the truth. If you have a doctors appointment,  and cannot switch your schedule, they will ask you to choose your job or your appointment because members needs are more important than your health. Software, systems are so out-dated. Easy to advance, because no one in management seems to understand the financial industry but knows how to do scavenger hunts and pass out tickets for games. Overall Rbfcu is a joke and as much as they want to act like a respectable company in the industry, they are not. I would recommend if your just looking for a job, but a career, use for experience and move on.

I worked for RBFCU for nearly four years. I advanced quickly but came to an abrupt ceiling, short of my expectations. Once I reached the Senior position, it felt impossible to advance. I was given an enormous amount of responsibility and nearly unrealistic deadlines, but performed to the best of my abilities and was never given credit, though I was never reprimanded for poor performance or effort. Most recently before departure, the minimum wage was raised significantly, with nothing offered in return to tenured employees for which the minimum wage raise did not apply. I was unhappy with this, as were others, but was around the same time terminated with short sighted reasoning.

I love working here. Overall the company takes very good care of the employees well being. They have a great training and development programs, tuition reimbursement, health benefits and an awesome 401k. They encourage community service and support events as a group.
If you work hard in your position, are willing to learn & take advantage of leadership programs, build and network yourself within the company there will be job advancement opportunities. 
RBFCU is growing. Yes, there can be lot of stress and change is constant here. It is becoming a more highly advanced work environment with technology and proficiency. Multitasking, positive attitude, and people skills are a MUST have! If you can keep up and manage yourself you will do great, if you stay behind and complain or question things then you might struggle.

This is a good company to work for if - and only if - 

You live in San Antonio.
You can work with micromanaging upper management.
You like constant (and completely needless) change in procedures.
Enjoy arbitrary enforcement of rules/policy.

RBFCU itself is a great company but the Lending side of things is a headache. Lower level management is usually a yes-man type role, and upper management will make sweeping changes that are needless, a headache for the staff, and make no sense. The main area of focus for this company is customer/member satisfaction, and not the well being of it's employees.

When hired you are told that there is massive room for advancement. But that's only if you live in the San Antonio area or are willing to move there. Otherwise, you're basically stuck in the same dead end job.

Find a different department to work for, don't let it be Lending/Mortgage.

I worked in the member service center.  A typical day consisted of answering the phone and processing transactions or answering inquiries.  After a few months of working there, they allowed us to have her phones and books at our desk.  Prior to this, they had to be in a locker.  Having a book made the time go by so much faster.  Management was great.  The hardest part of the job was sitting at the desk all day.  Yes you can get up and stretch your legs and take a break, but all of that is monitored.  The most enjoyable part of my job was the perks and discounts that we received through our job.  Also, Chik fil A came every Wednesday and Panera came every Friday.  The end of the year bonuses are great, as well as the tution reimbursement.  I left because the job became too mundane and the pay could have been better.  Right after I left, everyone received raises..go figure.

Top Job Titles	Average Salary
Member services representative 3 salaries reported	$19.67 per hour
Call center representative 19 salaries reported	$16.89 per hour
Account representative 8 salaries reported	$18.00 per hour
Loan specialist 4 salaries reported	$18.00 per hour
Support specialist 2 salaries reported	$18.00 per hour

Working at Randolph-Brooks Federal Credit Union: Company Overview and Reviews

Randolph-Brooks Federal Credit Union

Randolph-Brooks Federal Credit Union Ratings

Popular jobs at Randolph-Brooks Federal Credit Union

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected