As a CSR there is a lot of emphasis on client satisfaction, which is sometimes more important that the actual work we do. It can be exhausting to have to please and bend the rules for clients just for a good NPS score. The surveys that get sent out are at random and a lot of the times backfire. When clients get the survey, they often times give feed back on past experiences instead of current ones, which can negatively impact employee scores which in turn impact our end of year bonus. This is a big concern because these surveys do not convey our work in a true way. CIBC also went through management changes across all locations and it has not helped. In the scheme of things it helped out branch NPS score, but its left the team feeling like we don't matter. There have always been staffing issues, but even more so now, ESPECIALLY on Saturday's. Being a CSR we are at the bottom of the food chain, which means we need an override from a supervisor for pretty much anything. This is really hard to do when we don't have an actual supervisor to give them out on Saturdays which is for the most part the busiest day of the week. It also doesn't help that we have to tell client's to come back on Monday if they want to speak to a manager, or our systems stops randomly accepting overrides from anyone not a supervisor/manager. Also the branch I work at is really run down. Our equipment (cheque readers, computers, system) doesn't work half the time. I believe CIBC is the only bank using an outdated system and where their CSRs are still physically holding cash. We only just recently got new screens, but are being propped up because the stands we have aren't strong enough to hold them up on their own. Moving on, the abuse we endure from customers is horrible. If we are to stand up for ourselves, we are expected to appease the client instead of call them out for treating us like we're trash. If I can't cash a clients cheque (bank policy) then its me getting yelled and screamed, only for the manager to come out and tell me its ok to do it. At this point I look like a fool who doesn't know what they're doing. I mean I know being in a customer service roles mean I'm gonna run into people who feel entitled and are mean, but it's every day and management doesn't do anything to stand up for us. The only reason I still work here is because the pay is semi-good, and it looks good on my resume.
