member services representative

branch manager

Truliant Federal Credit Union

This company used to be great because they weren’t like banks but ever since they started bringing in senior leadership that was from “the dark side” as they call it (banks) the culture turned into exactly that. No more are they focused on the members but only on the numbers and doing whatever it takes to get them. This is not conducive to a good work environment and as a result employees are leaving left and right so turnover is constant! High turnover makes it hard to run a branch. Next, leadership pushes online banking, loans, etc because that’s what the members want in todays world of high is great except when the members did shift to doing most of their banking that way the leadership team didn’t shift the lending/deposit goals higher for the online group and lower for branches. Instead they continued to increase the branch goals knowing we had less foot traffic in branches which brings me to the next thing…. Calls. Calls. Calls. Calls. They have to the branch staff making so many calls to try to make up for lack of foot traffic that the staff literally hate life. This is exactly what BANKS DO! These employees didn’t come work in a branch to be on the phone all day. That’s what a call center does! My recommendations to the leaders of Truliant- let your branch staff take care of the members that are in the branches face to face and have your call center employees make calls. If there isn’t enough foot traffic for the number of branch employees then shift them to the call center or online group to help with the volume increases you put on those departments.  Lastly, You are a credit union, act like one. Not a bank!!  

Having read some good reviews about Truliant, I accepted my role...what a disappointment. Nothing ended up being what was described, especially work/life balance. 

They create a "pretty picture" and seem to rely on "Best Places to Work" status (that is truly manufactured and manipulated in order to maintain). Management expects you to live & breathe Truliant. They are not reviewed and employees don't get to do "employee satisfaction surveys" about them. So, you can have horrible managers, and HR/Leadership wouldn't even know (and don't seem to care to want to know).

There are so many hardworking and great employees that are miserable there. But again, management would never truly know. They exist on what the C-Suite tells them and what each manager may tell them. Instead, they should LISTEN to their employees and the folks that are the glue keeping it all together. 

I would never recommend working here to anyone. Not unless you want to be stressed 24/7, undervalued, unappreciated, work for terrible managers, never feel heard, and never spend time with your family and loved ones. Truliant expects you to make them your family! 

I joined the company as a member service specialist (a.k.a personal banker) in 2015. The pay was lower than other companies but they offered a pension and great benefits. At that time they were extremely client focused. About 4 years ago there started to be a culture shift towards heavy sales. It is widely known that if you don't know the right people your career there will not progress and that if you upset the wrong person your career there is over. Upper management has no idea what goes on in the day-to-day and doesn't seem to care. They consistently ask for more sales, more deposits, better numbers but seem to provide less and less resources to do so. They are consistently understaffed due to an extremely high turnover rate; as a result, employees are over worked, burned out, and on a daily basis are expected to wear multiple hats but not paid for it. They expect the numbers and results of a big bank but pay nowhere near the salaries of big banks. Truliant's upper management acts puts on the facade of being all about clients (or members as they say) but they are really about numbers. It's definitely a "sip the kool-aid or else..." type of company now. 

Think twice if you’re applying for Contact Center position.  
A typical day included high inbound calls 
Moderate to rude customers. This company doesn’t offer flex time off phones but will say they care about your mental health. 

You’ll learn basic banking skills, which is good if you’re seeking to further your financial career 

Management was ok I guess, most of the rules didn’t make sense and you can tell because not only does it sound unrealistic but often there’s no answer as to why. If there was a why it was nonsensical. 

Workplace culture was pushy fake. I advise to keep to yourself.  

The hardest parts of the job were getting through the day. I’m not kidding, from slow systems, irate customers, mangers on power trips, lack of growth potential outside the contact center to bsing with customers about errors on our behalf. 

The most enjoyable part was seeing the few people that might have stayed from your training group as the role of a call rep there has a high turnover rate.  Other than that it’s going home.

Great stepping stone for younger folks getting into financial industry. Wouldn’t recommend for 25+ trying to build career here, unless you’re okay working for 5 years in the same position. If you’re seeking a non entry level position this might be bearable.

What is the best part of working at the company?
There is no best part to this company. The upper management  who call themselves chief or managers need to be trained on how to take care of the front line employees that really do the work and not sit in meetings all day.  It’s called employee interaction. 

What is the most stressful part about working at the company?
The most stressful part of the job is that upper management doesn’t know really how to do the  job and they have front line employees doing the work and when they don’t get the results they are looking for they look for a reason to fire you.  Please look at you upper management everyone can’t be wrong

What is the work environment and culture like at the company?
Horrible to many chiefs and not enough Indians as one will say.  Everything is based on personal likes there are employees there in that environment that has not a clue.  If upper management likes them they get a pass that’s bad .

What is a typical day like for you at the company?
A lot of management being unsure  and to many mixed orders.

A typical day’s work varies depending on member’s request and reason for contacting Truliant. For example, member may need to open additional accounts or may have questions concerning Certificate of Deposit or their Credit Card. We promptly resolve their issue and commend them for their membership with Truliant. 
I have learned to interact with members and make it my priority to be respectful and offer them the best service experience interaction.
Our management staff is awesome. We receive excellent support from management staff and benefit greatly from the training they provide us.
Our work place culture is diverse but very family oriented. We work as a closely integrated team and eagerly assist each other with love.
I do not find my job responsibilities to be hard because I have a passion for assisting others and feel a sense of accomplishment when I am able to fulfill their request thank them for their membership with Truliant.

What is the best part of working at the company?
The best part was a couple of people in management having human decency and the understanding that life happens and no one is exempt from that unfortunately it's just like I said a couple of people. 

What is the most stressful part about working at the company?
The most stressful part is they have a point system that is not realistic and that caused a lot of stress and anxiety. 

What is the work environment and culture like at the company?
The environment was good culture was pretty good can't complain about the way they construct day to day operations overall pretty good atmosphere 

What is a typical day like for you at the company?
A typical day was pretty busy but easy going you do have the proper tools and support of direct superiors to assist with anything you need.

Solid organization with a strong mission statement that is truly carried out to the members; however, it is lost when it comes to how they treat, develop, and grow their own company. From an employment perspective they spend too much time trying to be like a bank from a back office stand point they lose track of the fact that the mission statement should apply to how they do business not just the way they deliver it to the members. They require you to take on everything without getting recognized and rewarded compared to industry and don't consider market factors or current team situation when deadlines are approaching or you only meet 100% of goal instead of exceeding them.

The only good thing was pay but they're not fair with everyone. I was new and discovered I was being paid more than someone who had been there over a year and had more responsibilities than me. The lead teller at the branch was condescending, had no clue how to lead and made it difficult for me to learn. It was like the mean girl in high school.  Her presence alone stressed me out so much that I didn't learn much from her. If you're single, the company will pay for your health insurance. I really enjoyed talking to customers and made friends. I thought I was going to grow with the company until I retired but there is no job security. I know of three other people who were let go just like that and if you Google, they have plans of letting go more people in 2024. They're a federal credit union that acts like a big bank and got greedy.   

Great place to begin building experience but a horrible place to stay long term. Increases and bonuses decrease as time goes on. Company is too politically correct -- massive focus on hiring and promoting minorities and females at any cost.

Very little useful training. The "glass ceiling" is more like a glass floor -- its abysmally low. 5-7 years between promotions and even then, your work load will double or triple and your compensation will only increase a few percent.

Massively overworked, tremendously underpaid. Company tries too hard to stay relevant and continuously falls flat. Great ambitions, no follow through -- usually due to the lack of hiring and promoting competent, skilled individuals.

Top Job Titles	Average Salary
Member services representative 4 salaries reported	$19.00 per hour
Branch manager 5 salaries reported	$61,160 per year

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