Don't Recommend - Member Support Representative Happen Bank Employee Review

DO NOT work in Member Support unless you are desperate for a job or changing careers. LendingClub's operation team (Customer Development, Credit, Payment Solutions, and Member Support) have a crazy high turnover rate. I was working in Member Support for almost a year and I was one of the longest term employees in the department. They hire in large groups (10-15) monthly. Of the 10 people are started with, only 8 made it out of the 1 month training and only 3 people were remaining after 3 months. You are expected to be on the phone 93% of the day and your productivity is tracked down to the minute. If you need to use the restroom or if your call goes into your break, it will negatively affect your score. You are also graded on QA (they listen and grade two of your calls per week), Customer Surveys, and Average Handle time. You are nothing more than a number working here. The managers and supervisors don't care how burned out we get taking back to back calls for 7.5 hours a day. T Although the supervisors here were nice enough, they were pretty much useless. They pretty much sit at their desk all day, and no one actually knows what they're doing all day. If you need help with a customer or have a general question, you just get redirected to a member of the Assist team. It got to a point where I wouldn't even bother the supervisors and go straight to the Assist team anytime I needed help. During the hiring process, they mentioned that after 6 months you are able to transfer to a different department. What they didn't mention is that the departments you can transfer into are just lateral moves within operations. In my 1 year working here, I did not see anyone actually get promoted to a higher role. SIDE NOTE : The Member Support team is currently expanding to a branch in Las Vegas, Syracuse and Jamaica. The cost of running a call center is much cheaper at those locations, so if you're looking for job security, this is not it.