System Issues for Eons - Customer Service Representative PENFED Credit Union Employee Review

-The system issues are insane. Reviews tried to warn me and I thought they were exaggerating but they are not. The members call in so angry about the online system and app not working, and you have to take the brunt of it. IT is just as stressed as customer service is -When they are understaffed, managers pressure employees not to use their personal time for restroom breaks due to the call volume -Managers are allowed to make their own metrics for employees that are more strict than the company's metrics -The PTO is divided into sick time and personal, and you absolutely cannot exchange the two and can only use it in increments of 15 min but you don't accrue it in increments of 15. You will have leftover PTO that's hard to work into usable time off -You get paid in 15 min increments and not minute for minute -You need to start signing in at least 10 minutes before your shift starts because it takes that long to log in sometimes but you don't get paid for it -Some managers are very close to upper management and if you get stuck with a micromanager, there is really no one willing to help you - pretty standard for call center environments -Different call centers get different perks, they are not all universal