Negative culture, and Poor Leadership - Client Service Analyst Automated Systems Employee Review

Working as a Client Service Analyst, the work my team put in to provide the customer with a better experience was not recognized as important for the company’s success. Senior management has very little respect for these analysts and demonstrate that lack of respect every day. There was constant micromanagement from the top down. Upper management would not allow my departments leadership to manage as they see fit. As a result employees feel like they are in a fishbowl being constantly watched by their manager who is also being micromanaged. Despite the company’s sales team overselling the product, over booking bank trips, and leaving client services unable to handle the volume of calls being received, Upper management sees the lack of fast responses to all of these calls as the fault of analysts and would take away freedoms that do not negatively affect productivity, such as listening to music. Instead of listening to employee concerns, upper management would rather create more friction between them and their employees The software is extremely buggy, and development management refuses to believe Client Service Analysts requests to QA and often time closes them as non issues without even looking at the issue. Because of this I was frequently forced to tell a customer that something that’s clearly broken is working “as designed.” This attitude towards client services extends beyond Dev/QA. Most of the subject matter experts in all departments will treat you as if you are not intelligent and are wasting their time when asking for help. Receiving help is the largest pain point in this role. Due to the large turnover rate, knowledge doesn’t stay with the company. So many of the Individuals providing help will give you the wrong information because they simply do not know and their name is not attached to the request. Those that do know the software have become burnt out with the constant barrage of questions from the largely new employee base. These individuals in turn are then extremely rude to new employees who really don’t know all that much about banking, and are simply trying to learn how do their jobs. Because of this new employees are frustrated with their job within two or three weeks of starting. Pay was low compared to similar positions with other companies. The PTO plan was severely lacking, and leave without pay is heavily frowned upon which results in widespread flu during flu season.