ISGN – Palm Bay, FL
* 1. *Prepare checks and other internal documents according to client requirements. 2. *Answer questions from clients and other internal… Beyond.com
Client Champion – easy apply
ISGN – Palm Bay, FL
• *Answer client inquiries via incoming phone calls, monitored email inboxes and/or fax requests. • *Record/Track all inquiries and resolutions… Glassdoor
- Comp & Benefits
- Work/Life Balance
- Senior Management
- Culture & Values
- Career Opportunities
I worked at Isgn full-time (less than an year)Pros
The co-workers - those who were still left, that is, after the many layoffs and those who voluntarily chose to leave the sinking ship. The pay was also good, and I enjoyed the hours.Cons
Zero support from upper management, and very little support (plus high levels of incompetence) from processing teams overseas, who never seemed to grasp the time sensitivity of this business. After numerous missed deadlines, multiple rescheduled closings (3-4 times for some!), client requests that were ignored or delayed for months, and a blasé attitude from those responsible, our clients got the message and stopped using ISGN.
I can't say I blamed them. I should have gotten a clue when co-workers from other depts. were leaving in droves (and/or were laid off) during my first week there. But I always felt a level of job security; after all, upper management continually stressed the company's commitment to making customer service a priority. And customer service is usually the last to go, especially when a company claims to care about the level of service they provide their customers. But then they laid off the entire overseas Client Services team, plus half of the US team (myself included). Not surprising, since I'm sure we lost clients right and left. Clients and borrowers got tired of our continual excuses, lack of communication, and repeated requests from us to "please be flexible". ("Please be flexible"="please excuse our inefficiency and lack of dedication to providing you with the first-class customer service we keep claiming we will provide you."
My last day there, I actually received a complaint from a subordinating lender (not even our client!) who was trying to complete their part of *our* subordination request, and who had been trying for nearly a month to speak with the subordination team leads and/or managers, who never responded to any emails or returned any calls. It's pretty bad when a non-client who is trying to help you complete something for your client is calling to complain about your lack of response and your incompetence.Advice to ManagementAdvice
You claimed that 2014 was going to be all about "transforming the borrower experience." But in order to do that, you have to actually *deliver* quality customer service. And to that end, you have to actually *care* about delivering quality customer service to your clients. At this point, I imagine all that's left is damage control. Hopefully, you will "do the needful" and instill a sense of urgency and that desire to deliver in the employees you have left.Doesn't RecommendNegative OutlookNo opinion of CEO