customer relations representative

branch manager

consultant

vice president

insurance agent

Security Service Federal Credit Union

I came into SSFCU with no banking experience but lots of good customer service experience. My managers were very encouraging and supportive, and made sure to give me plenty of resources and materials to help me through my training process. Everyone was very welcoming.

Management was overall pretty good and organized. We had scheduled monthly evaluations and one-on-one coaching sessions for more personalized feedback and help. Sometimes the feedback didn't seem totally accurate and I didn't always feel listened to completely when giving my perspective on the perceived issue. Very big on chain of command, sometimes to a point of feeling nervous to ask/say something to the wrong person, even with good intentions.

Upper management is generally supportive and helpful but sometimes seemed too big brother-ish. Like to the point that even careful, rule following employees like myself were sometimes hesitant to act at all because you'll get an email about how you did something wrong which was seen on camera or something like that. 

Lots of accountability which I like. You are all held to the same standard and it's kept documented. However again sometimes management goes overboard and into nit picky territory sometimes without even getting your side of things. But it's already in your file. I do really like that everyone is held accountable though, there is no pulling dead weight which is super annoying at workplaces. 

Basic health insurance for the employee is covered at no cost if you enroll, plus there was free STD coverage as of last year, 401k matching and annual bonuses, etc. I didn't like how strict they were about PTO and vacation hour usage, though, and one of the main contacts concerning that/benefits was always so rude to everyone. Her tone was always so dismissive and condescending, and I heard many people complain about her.

The culture was different from state to state. In one it was a bit more relaxed, laid back, and casual with the members. Super friendly and as if they were family. But in another state it was much more uppity. Upper management was more "good ol' boys" club than in the other state. I was told to NEVER call members by their first name, although it was standard practice in the other state. Lots of other super strict etiquette rules in one versus the other- felt a lot more stiff and uptight. Much less of a friendly relationship and much more of a strictly business relationship, which I felt was a downfall for both employees and customers. Sometimes in the uptight area, managers would make us look stupid by approving things for horribly rude members and not even bothering to educate them on why the employees did what they did, what the usual process is, etc. So sometimes that "have your back" support wasn't there in the uptight state, unless you're like literally being screamed at or harassed, but it shouldn't get to that point for management to be more firm with members who need to be put in their place.

Interdepartment communication could be improved, as calling other departments was often met with attitude and snark. Or simply passing the buck. I dreaded calling anyone from those corporate offices.

Good pay and benefits, you're always kept busy, generally good management and organization, but sometimes a little too "extra" with some practices and some of the corporate office/headquarters people could use some interpersonal skills lessons. I was promoted quickly based on my own desires and work ethic, and had opportunity for more of that. I only left due to moving out of the area. Overall, I would go back if I was back in the area. 

I can go on and on about this place. Your schedule begins 25-40 min before opening so you can have a huddle. A huddle is a small talk/lesson on SSFCU products and standings. It sounds great but it really can be quite repetitive. The huddles are assigned to each member of the branch including new people so It's stressful because often times you are assigned topics you may not know a lot about personally or professionally like mortgages or investing or insurance. If you do not like presentations or public speaking do not apply for this job. Also, Rules are for the birds. It certainly is vague on which rules we follow strictly and which ones fall into a grey area. I have see MC1's do things only mc2's can do and managers not follow the dress code more often than the employees. So pretty much they do whatever they want based on staffing and specific branch needs and manager. I can't function like that. The training is awful and the communication is as well. It's sporadic and dependent on how busy your OJT coach is for that day and the particular transaction in front of you. It's not in order. You train in some areas before others and it doesn't make sense. Their reasoning stinks.They treat you like children and expect a full play by play about what you are doing. They want you to tell them when you are going to the bathroom, getting a drinking, going into your office to make a work related call whether you opened the blinds and unlocked the doors and put out the pens in containers. They fully expect you to pick up trash in heels and dresses. Managers are all friends with each other and many of the employees are related or long time friends so get used to no one being held accountable and the wrong people being promoted.

You will be expected to advance through trainings at a breakneck pace and almost no support. But to add insult to injury, you won't be compensated for each new skill and new training you go through. They will hire externally for higher positions, so don't get your hopes up thinking you can grow within the company. 
The few promotions that you may get come few and far between with a pitiful wage increase. The promotions will even be forgotten about even after management puts in the request because the company is woefully mismanaged. They live by the "you should come to work because you enjoy it, not for the money" idea and it shows. They'll celebrate the company being a billion dollar institution but can't find money to properly pay their employees. The CEO will even admit that, because of inflation, employees are making less than they were the year before. He tries to include himself in that category, but there's not a chance he feels the effects of inflation as harshly as his employees, if at all. 
They claim to put employees first, but that has never been demonstrated.
Upper management will only criticize and focus on negatives, but will rarely dole out well deserved praise

Start with opening the branch, opening duties, to auditing prior days work (loans / new accounts). I learn something new everyday, or learn something again that I hadn't done in a long time, or learn how to do something in a new and different way. 

Management is good.  I like how they are all about helping their employee's grow. 

Co-workers are great.  They make me laugh, and play great as a team.

Hardest part of the job is the ever changing policies and procedures.  I wish when something was being "improved" they didn't go through so many trial and errors, that executive management would learn from other institution on what has worked for them, and then implement the same practices with us. 
It seems like we are changing procedure way too often in an attempt to get it right. 

I enjoy what I learn, and working as a team.

Typical work day starts off with morning meetings, sometimes productive.
Learned to how to be self-sufficient with the companies procedures and websites because other workers with knowledge can be hard to come by in a crunch.  
The workplace culture was not great, the idea of being part of a group was taken as a negative because colleagues tend to want to compete or put others down even with no real benefit. 
The idea is to take care of you but if something were to come up the first thing you're told is we have to run a business. 
The most enjoyable part could be the members really being able to listen and comfort what is needed for you members is a huge plus but does have its negative because pushing products or time watching the amount of time spent with members. Another positive would be colleagues, not all colleagues there hate the workplace which on the better days can make it easier to work as a team but those come by as only a few. 

If I had to say anything about the workplace it would have to be, that it is the most relaxed workplace I have ever worked in.
Now, I'm not saying everything is easy going, just like any job there are times were things get a bit stressful; however, unlike other companies that I have worked at, it never feels like the stress is my sole burden to carry. Here, it feels like a shared load. Here, everyone, shares in everything that comes along with the success, including the stress.
As someone with anxiety issues, I don't handle stress well. However, it makes me glad to know that I'm never in it alone.

I'm also incredibly thankful for the training that was provided by the company for the work we were stated to do. Up until now, I had never worked at a company where training was actually provided. All other companies had either not provided training or training was on the job training; where, you learned as you went.

I cannot state how much I appreciate working for this company.

The company has an awesome Purpose Statement to drive service excellence. However, upper management (AVP, VP) set unrealistic expectations of employees during the pandemic. They continued to set sales goals as the front line worked to man the phone lines... how can branch goals be set if the branches are closed? I get driving revenue, so we have quality conversations over the phone, but branch goals are unrealistic. Upper management speaks of employee engagement... while they work from home! Come see us in the branch, see what we’ve been doing! The front line is extremely important- which the managers take care of- continued signs of appreciation, one on ones, feedback, ect- but what about the folks running the business (managers)? We haven’t seen our AVP/VP in person in months! Must be nice to bark orders and sales goals from the comfort of your home during the pandemic. 

What is the best part of working at the company?
Corporate wide, there are good fringe benefits

What is the most stressful part about working at the company?
Your direct supervisors. They are not trained to treat you like an adult, or someone who might have a real IQ.

What is the work environment and culture like at the company?
Overall is fine. On a direct, personal basis, You are nothing. You are there for their bidding, and their bidding only

What is a typical day like for you at the company?
clock in, get yelled at and treated like a five year old. go do my job. Have wonderful interactions with fellow employees and members, Have management chew you out some more, and maybe throw in a threat of being fired. Be prepared to have management focus on you "being too nice and personable" as a negative, even though thats how you are supposed to be.

Every day starts with an early morning sales huddle beating our latest "premium" business checking account to death.  For a non-executive position, this is by far the most meetings I've had with a company.  We have a meeting in the morning, then 3-5 conference calls throughout the day about some topic of upper management interest.  Sales are what the company is all about, though no real incentive payment plan is in place to compensate the employees for busting their backs to get the sales.  Our particular branch manager is very cold and machine like.  Always referring employees back to the company manual for information instead of actually leading the troops.  Prime example of boss vs. leader and "do as I say, not as I do".  Overall not a very pleasant work environment and definitely not a job in which ones continued efforts are shown genuine appreciation.  The high turnover isn't for no reason.

What is the best part of working at the company?
Your co-workers are generally amazing people who are dealing with the same stuff you are. Makes coming to work more enjoyable. 

What is the most stressful part about working at the company?
Upper management has no clue about what is happening at the employee level. From branch management up, they focus heavily on numbers, lack of errors, reviews, and less on the actual needs of the members.

What is the work environment and culture like at the company?
Generally sales driven. Management has definite favorites, it's difficult to deal with sometimes.

What is a typical day like for you at the company?
Days are full of pretty basic stuff, deposits, withdrawals, cashing checks, etc. Once you are member service trained you will also deal with escalations, opening accounts, credit card apps, auto loans, etc.

Top Job Titles	Average Salary
Customer relations representative 5 salaries reported	$19.50 per hour
Branch manager 3 salaries reported	$58,667 per year
Consultant 4 salaries reported	$20.13 per hour
Vice president 3 salaries reported	$146,967 per year
Insurance agent 3 salaries reported	$23.33 per hour

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