Just ok - Customer Relationship Advocate Fidelity Investments Employee Review

Benefits while decent are not as good as other jobs I’ve had and health insurance is more expensive. While you’re able to work from home, management will be snarky about it and will try to guilt you into being in-office more, despite offering no help with the logistical, family, time, and money based barriers that prevent associates from commuting in more, thus, the young people who have no responsibilities right out of college and the old dudes who have a wife to do all their cooking and housework tend to be more well regarded simply for showing up in-person. Performance is assessed with measurable metrics, but those metrics are not fairly assessed and the goals are subject to change without notice, AND leadership is very vague and opaque about the methods used to measure these stats that affect your livelihood. Pay is quite low for the job, and the annual raise is unlikely to even keep up with inflation, so you’re effectively taking a paycut each year. Burnout is horrible during peak times, ie tax season. Heavy reliance on customer surveys to assess performance, but the software which records these survey results can be faulty, meaning that you can be judged unfairly after being credited with a survey that was not even for you, or a survey where client is complaining about website design that you have no control over, but the associate is still judged by these negative responses with little or no recourse. Time tracking and scheduling software is clunky and ineffective—we use THREE different programs for this. One program shows you daily scheduled activities and allows you to request time off, another allows you to view paystubs, submit time, and check your time off balance, and yet another shows you when meetings are scheduled. Absurd. Another performance metric is ‘schedule efficiency’. If someone chose to spend half their day in office then used their lunchbreak to travel home, the time tracking software views that as not being in the correct code and it affects that performance metric negatively—in fact, if you did this commute during your lunch, 100% allowed for our workday structure, your schedule efficiency would be below goal and your work ethic would come under question. In the role, you are also judged on calls per hour, and your calls must average at or below 12 minutes each to remain in good standing—however, management does not communicate that calls under 4 minutes long are not counted for this metric at all, which is frankly deceptive and ineffective. What’s more, company policies require us to wait on hold to hand a client over to other business groups, but those groups are not well staffed, so a simple transfer to the Fraud department could easily take 40 minutes, and often much longer.