Call Center Representatives

As a former rep, trust me I get it.

But why would you send a customer to the branch’s phone line when they need a transaction explained? Especially if it’s unauthorized?

At my institution, call reps are able to dispute debit AND ACH transactions. So again, why are you dropping them off on the branch line?

Maybe it’s just the stress of the holidays but I am so sick of my job being made harder by those that don’t want to do theirs. Plus the customer’s experience is less than enjoyable because they’re being transferred all over the place. As a result, the customer is annoyed and their annoyance is passed on to you guessed it: ME.

Please. I beg. Please just do your job.

Happy holidays everyone 🫠