personal banker

call center representative

branch manager

contact center engineer

teller

Wellby

I got blessed with an amazing manager while working for Wellby thankfully. The job as a member service rep was very stressful since we did have rude members all the time and we still had to maintain professionalism, but overall, it was not a boring job. You could learn something new every day in the banking world. There was too much micromanaging going on in the Contact Center though. They would limit our restroom breaks and they would make weird changes all the time and expect us to get the hang of each change within the same day and there were a few occasions my leader would tell everyone of a change they would make except me which would cause me to make mistakes. We also had to put our every single move in a teams chat when we were away from our desks, so that way the leaders would know where we were at or what we were doing. For example, we had to put when we would go to the restroom, lunch, break, when we had to take a personal call, or whatever we were doing when off the phones which was so annoying. The amount of time you were off the phones was recorded through the phone system we would use to take calls and sometimes they would question you on it or give you warnings. After getting off the phone with a member normally it was necessary to notate the account, but you had to put yourself on "follow up" so that way you wouldn't get another call until after you finished notating the act to avoid losing track, and every team member in the contact center had to explain why they were on follow up on the teams chat. They stay firing people; we couldn't really have emergencies or a life outside of work because it would get counted against us. You could only have about 12 absences per year, excused or unexcused and once you exceeded 12 absences next would be separation which is crazy. Same thing with tardies, you could only have a short amt of tardies before getting terminated.  All the team members that work in the contact center go through a lot. There's also a team leader at the Gemini location who doesn't treat team members equally. She has her favorites, and lets them do whatever they want. She can be rude at times, especially when you ask her questions when she's in a bad mood. I would hear her all the time complaining when team members would post questions that members would ask in the teams chat which is why I never really felt comfortable asking her questions while I was there and would ask another team lead instead, or try to figure it out on my own even though I knew it was going to take me longer than usual, she would also constantly roll her eyes at me and give me dirty looks as well, so if you get hired to work in the contact center at the Gemini location good luck with her and if you experience something similar, be sure to report it asap. There's much more I have to say, but I'll just keep it simple and give candidates an idea of what it's like working as a member service rep at the Gemini location. 

When I first joined Wellby Financial, I was genuinely excited to be part of what seemed like a supportive and collaborative organization. Unfortunately, over time, the work environment in the contact center has taken a steep decline, and it’s become a place of constant stress and pressure.

The level of micromanagement is extreme. Team leads and managers often hover behind employees while they’re on calls, interrupting or correcting you in real time while you’re still speaking to a member. It’s not only distracting, but it also undermines your confidence and flow in delivering good service.

Despite the entire team working incredibly hard and consistently hitting goals related to loans, new accounts, and other metrics, it’s never acknowledged as enough. Leadership continues to pile on more responsibilities without adjusting expectations or offering support. Every time you think you’ve reached a breaking point, new tasks or stricter expectations are introduced. Falling behind, even slightly, often results in being reprimanded, with little consideration for workload or individual circumstances.

It feels like leadership has lost sight of the fact that employees are people not machines. There’s a growing culture of fear and compliance: keep your head down, say nothing, and just survive the day. Recognition is rare, morale is low, and the pressure is relentless.

Wondering whatever happened to the genuine caring jsc culture. Actually looking out for members now everyone is number focused opening accounts left and right turning into these quantity hungry financial institutions. When you're so stressed about meeting your numbers to keep your job or not have to stay late on a call nignt it’s a horrible feeling. On top of that we are all short staffed every location everyone is quitting left and right and the pressure is on with triple work load and no help. I have to agree with previous expressed concerns such as the referral gaming and opening extra accounts. We all want to get our incentive including our managers and directors so they push us to find ways. Even the dogs got accounts by now. Focus on what truly matters taking care of your team members everyday not quarterly printed pieces of paper you sign feeling important for the hard work we do to make you look good.

Trying to be honest, and from a singular perspective... favoritism and office politics are rampant. They preached teamwork, but with all my expressions of grief and stress, it felt like it fell on deaf ears. The work was mounting, and everything seemed to get priority which made things extremely stressful. There was a lack of leadership in truly designating what should be primary focus.  It was a world of AD/HD, and made the environment felt chaotic. Don't get me wrong, the people i worked with were very smart, and their intentions for the credit union were well meaning. It just made me feel like what I was experiencing was invalid, or unimportant. I heard many excuses when it came to compensation, although I've heard that's changed. Take this all with a grain of salt, do your due diligence and investigate. I will never want to go back there personally.

A typical day at work involved contacting members in regards to delinquent accounts, return checks, and fallowing up on bankruptcy's. I learn how to better my organization skills, my communication skills, and bettered my patents. The co-works I worked directly with where wonderful. Since i started the job with no prior experience they were very helpful in helping me become educated in my job. The hardest part, for me, was the not being able to help the people that truly needed it the most. The most enjoyable part was the helping of people that needed it, my co-works, and the fact that every day I learned something new.

What is the best part of working at the company?
The pay and pto accruals. The techno logy

What is the most stressful part about working at the company?
Lack of support from your district managers. Incentive plan is horrible. District managers play favorites and don't allow all managers to do what they allow a few to do.

What is the work environment and culture like at the company?
It's good when you first get there then you realize the culture is not good. 

What is a typical day like for you at the company?
Too many meetings and micro management

Unfortunately even with new management, employees are still not appreciated. While they may be "growing their team" they are not taking care of their current team. The truth is they are filling the holes of the rapid turnovers. This job will not make you feel respected, but instead make you feel like you are an ant that can be squished. Having employees do things outside their scope of practice without compensation is just the tip of the iceberg. Still waiting for the "change" they say will happen. 

Terrible- managers do NOT care for their employees. No one has a voice unless you are upper management. Everyone is underpaid and underappreciated. Empty promises. More work is dumped on you without compensation. No room for growth. External candidates are often hired for upper management positions without being offered to internal candidates.  Raises are a slap in the face. A new CEO was just hired. Let's hope he can see how terrible the employees are treated and how unhappy we are.

Wellby has definitely progressed from being Jsc in the culture and ideas of empowering employees, however, management tends to micromanage making it feel more stifling. Favoritism is very real and they will find loopholes to weed out even the most productive employees. Pay raises were a joke (one coworker had a $0.03 raise one year) and if you didn’t play their game you felt it. Overall- great ideas on how they want Wellby to be but still lacking with outdated follow through. 

If the company took more care of their employees and actually paid people what they deserved or at least give a raise with the thought of cost of living going up not basing it only on annual reviews. Pros bonus are given employee benefits like getting a credit card. Cons under paid and PTOs are based on how many hours you work not including over time. If you have a great team then work can always be fun unless theres drama between people but what place doesn't have drama

Top Job Titles	Average Salary
Personal banker 4 salaries reported	$17.81 per hour
Call center representative 1 salary reported	$17.75 per hour
Branch manager 3 salaries reported	$54,967 per year
Contact center engineer 2 salaries reported	$17.00 per hour
Teller 6 salaries reported	$15.58 per hour

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