And don’t get me started on comments from my team leader such as “you were the one who decided to get a dog” when I asked to spend the 3 days I would typically be in the office at home to look after my 9 week old puppy while the wife was out of the country. And what about asking me what training I needed in regards to a complaint that was made because of a discrepancy on a change of signatory form we use. Form wrong, me need training??
I work for a bank on-boarding business customers. I work off a 2 day service level agreement to complete applications. I would typically have 30-40 there at once with the capacity to complete 10 per day if everything goes right (4-5 per day would be pushed back to branch due to errors or missing info). I currently have 132 applications in my inbox and with an increase in self managed super fund applications, at least half of which have a company application as well because the fund will have a corporate trustee, it’s more like 150 at a guess. The service level agreement is still two days. I have been pushing for it to be extended to four days for weeks. I am in day 6 at the moment. Here’s the real issue, if there are errors in the applications, it takes me 6 days to see it and then another 6 days to get to it again. 12 business days for some customers to have a business account opened?? The SLA will 100% blow out to 10 days by the end of next week. Potentially, some customers will wait 20 business days for an account after that.
I suspect the inbox will be at 200 by sometime next week. There will be complaints, escalations and relentless follow ups regarding where a particular application is at from the branch. Customers will decide it’s taking too long and go elsewhere. I will continuously be chased up for where things are at.
Fuck that, not for much longer. Imma go drive a bus.
Cheers.