LoyaltyOne

  www.loyalty.com
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LoyaltyOne Reviews

Updated August 20, 2014
Updated August 20, 2014
30 Reviews

3.2
30 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Bryan A. Pearson
17 Ratings

Employee Reviews

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  1.  

    Fantastic Work Environment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    Pros

    Great head office amenities and location down town Toronto
    Very forward thinking about workspaces, telecommuting, etc
    Committed to its values
    People are fantastic and really want the associates to succeed

    Cons

    Very quick growth means the culture may change - will be difficult to keep the small feeling, jobs may be more siloed

    Recommends
    Positive Outlook
  2.  

    Good company

    • Comp & Benefits
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Manager  in  Toronto, ON (Canada)
    Current Employee - Manager in Toronto, ON (Canada)

    Pros

    Good company who cares about employees. Culture of experimentation. Lots of opportunities for development. Pay in line with market. Does work for the community.

    Cons

    Job benchmarking leaves some jobs with much more responsibility than others within the same band. Growth has slowed down. Number of new initiatives can be overwealming.

    Recommends
    Neutral Outlook
    Approves of CEO
  3.  

    Interesting work & difficult demands

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Senior Developer  in  Toronto, ON (Canada)
    Former Employee - Senior Developer in Toronto, ON (Canada)

    Pros

    cafeteria, gym, freebies, bonus, usual benefits,
    reasonable technology base, continual push for improvement,
    energetic culture,
    interesting projects, some smart people

    Cons

    blame game on every project
    always pushed to do more with less to the point of being set up to fail
    IT viewed as a problem rather than a solution
    politics more important than good work

    Advice to ManagementAdvice

    listen to your own rhetoric - innovate

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5. 1 person found this helpful  

    They don't practice what they preach in Customer Care.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Care Leader  in  Gtashen (Armenia)
    Current Employee - Customer Care Leader in Gtashen (Armenia)

    Pros

    If you like to navigate through office politics to climb the corporate ladder-you will do fine here.

    Cons

    People who work hard don't get rewarded. If you know how to play the game you will be rewarded for doing meaningless work and having very little talent.

    Advice to ManagementAdvice

    Sorry I'm not a shareholder so my advice does not matter.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  6.  

    Dress to impress

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee  in  Toronto, ON (Canada)
    Former Employee - Anonymous Employee in Toronto, ON (Canada)

    Pros

    Good benefits
    Perks
    Fun off-site events and town halls (if you're into that sort of thing)

    Cons

    Want to climb the ladder? No need to work so hard, just dress appropriately and talk to the right people
    Silly politics, immature managers
    Be ready to suck up to senior management if you want to advance anywhere
    Monthly/Quarterly/Yearly KPOs/DKPOs - basically self evaluations that are not meaningful. It successfully wastes your time and doesn't get you anywhere. It is like homework for a 5th grader.
    Unequal distribution of work
    Unfair salaries

    Advice to ManagementAdvice

    Be fair - stop with your favoritism that have nothing to do with work.
    Call out other managers on inappropriate behaviour - why should managers get away with harassment that regular employees would get fired over

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  7.  

    Disorganized management with revolving door of employees

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Analyst  in  Toronto, ON (Canada)
    Former Employee - Analyst in Toronto, ON (Canada)

    Pros

    - Industry provides lots of content for learning
    - Town halls provide rich learning environments for all levels
    - Lunch & Learns are excellent.
    - Volunteer day is fun.
    - If you are identified as a top-performer, you can be promoted to management quickly

    Cons

    - Inexperienced managers without basic management training at the mid-management level
    - Political environment with emphasis on physical appearance and perception
    - 'Don't make waves!' Managers might solicit feedback, but they don't really want it
    - 'Hire/fire in bulk' mentality. They call this a performance-driven culture.

    Advice to ManagementAdvice

    Listen to, and partner with your front-line staff. Feedback shouldn't be a one-way dialogue. You might learn something new, and improve the outlook for the company. Provide training and coaching for your inexperienced managers.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  8.  

    Great company...HORRIBLE management

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Travel Specialist  in  Mississauga, ON (Canada)
    Former Employee - Travel Specialist in Mississauga, ON (Canada)

    Pros

    The company has amazing benefits, you get free gifts, the shifts are decent for bilingual specialists. You get variables, which allows you to start your day earlier or later. There's a lot of room for growth, charity work and you have every other saturday off depending on your skill set.

    I love my coworkers.

    If you're lucky you get a team leader that genuinely cares about you, and your progress in life and the company.

    Cons

    Where do I start... Loyalty one is the organization that owns/runs, essentially its the air miles program. So as a specialist your taking air miles calls. The program is ALWAYS changing and many people (especially the elderly) don't like change. Because of all this change you constantly get angry customers that you can do absolutely nothing for, maybe you can offer 25 air miles but what's that really going to do when they're possibly losing out on hundreds or thousands of air miles! So...due to the fact that you can't help these customers, it affects your Customer Satisfaction Surveys.

    As a specialist you get 10 surveys a month and you need to average a 70%. Its sometimes difficult to attain that 70% even if your customer service is amazing!!!!! The customers are asked I believe 8 questions, out of those 8 questions there are 2 questions that determine if you pass or fail (what's the point of the other questions right????). 9 out of 10 times if you do fail the survey, its not because you're a bad representative and you gave bad service, it's because the air miles program sucks!!! They keep making changes, not properly informing their customers and then YOU the representative are left with a bad survey. The customers are able to leave comments so you hear exactly why you got a bad survey. Loyalty one doesn't care about that though, my boss told me "the numbers don't lie" lol, even though he knew that I wasn't in the wrong and the situation was "out of my control".They don't use the surveys for the benefit of the customers or the program, they use the surveys to fire their employees.

    When you have/had a team leader like mine, that doesn't care about the members of his team and is always selfishly looking out for himself, the company is a hard place to be mentally and emotionally.

    It's sometimes a high stress environment because you're always being watched, through stats, personal time...everything is numbers and if you don't have the numbers that they need...you get letters, action plans or you get fired! The company focuses more on micromanaging their employees rather than responding to the needs of their customers.

    If you do decide to work here my advice is you're very careful and strategic with the way you deal with certain leaders. Do honest work and if you feel something is not right speak up. Many people are afraid to speak up because they don't want to lose their job. It is a civil environment and you can handle your business in a civil manner. Don't allow people to walk all over you because they are management. If you don't know by your rights...read up on them.

    Advice to ManagementAdvice

    I think that upper management needs to make sure that the team leaders have a very good understanding of the program. I think that one of the requirements of being a team leader should be that they were a specialist in the past. When your team leader always refers you to your peers or other leaders, their job is pointless.

    I think that upper management really needs to start listening to the care representatives and their concerns, and use the surveys to benifit the program not to eliminate the employees. The company loses people with amazing skills that can benefit them because of surveys that speak nothing about the service of the agent.

    Management has to understand that the not everyone is a leader.

    Recommends
    Negative Outlook
    No opinion of CEO
  9.  

    A sigh of relief to be here!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous
    Current Employee - Anonymous

    Pros

    - gives back to community and parties
    - a free program for clients
    - benefits and company promotes health and wellness for employees
    - work/life balances and opportunities to come in late and leave early without penalty
    - win free stuff
    - most leaders are great
    - great atmosphere
    - work isn't difficult
    - open leadership
    - great recognition program
    - works hard to keep good staff
    - lots of free food
    - meetings with staff face to face as a company and not virtual
    - people stay for a long time for a good reason
    - room to grow

    Cons

    - bad attitudes/ungrateful complainers
    - power trippers

    Advice to ManagementAdvice

    - higher pay

    Recommends
    Positive Outlook
    Approves of CEO
  10.  

    Plenty of Growth Opportunities in the Contact Centre

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Care Leader  in  Toronto, ON (Canada)
    Current Employee - Customer Care Leader in Toronto, ON (Canada)

    Pros

    LoyaltyOne's contact centre offers flexible options through Work at home and flexible work programs. All associates are offered a variety of opportunities to pursue career development in all lanes of the company, however these opportunities are more readily available for lateral moves within the contact centre side of business. it becomes increasingly difficult to cross over to the corporate side, unless you have relevant experience or credentials. it's not to say this hasn't been achieved - many associates who started off in the customer service environment have built meaningful careers on the corporate side. the office culture is relaxed and they run a support-based coaching model, rather than disciplinary.

    Cons

    No real cons. There may be examples of poor leadership among some teams, but no company is immune to this. Projects are often pushed to launch without being ready, resulting in numerous project launch delays, but to no fault of any one business lane involved in the project. This is usually more circumstancial

    Recommends
    Positive Outlook
    No opinion of CEO
  11. 3 people found this helpful  

    Misleading employment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Care No Travel  in  Mississauga, ON (Canada)
    Former Employee - Customer Care No Travel in Mississauga, ON (Canada)

    Pros

    Quick and easy way to make $3,000 in a short amount of time during 5 weeks training.
    Learn new skills.

    Cons

    The Travel Specialist position is completely misleading and unethical.
    LoyaltyOne hires its employes through Randstad's recruitment (unprofessional recruiters) who mislead you into thinking you are applying for a Travel Specialist position. In truth, you are hired as a Customer Care representative who deals with frustrated Air Miles card holders complaining why they haven't been made aware of the Cash Program and why their points are all in the Dream Account. You basically enroll new members, connect them to a travel specialist to redeem their miles for travel, etc...

    Through training, you are told that you will achieve Travel Specialist status after 3 months, however after 3 months you will be told it takes up to 9 months to get that title. You are in no way a Travel Specialist when you start working for Air Miles, you are just a front line casualty who deals with a lot of pressure in a HIGH VOLUME CALL CENTRE and MUST! follow a quota of calls per hour. You are only allowed a 45 minute break, which is divided into 30 minutes lunch, and one 15 minute break, which goes against Employment Standard policy.

    There is a lot of red tape, and most of the times you are damned if you do and damned if you don't when performing during calls. A supervisor will tell you to do something a certain way, which another supervisor will come along and tell you to do it their way instead. When you are caught by the first supervisor doing it the way another supervisor told you, it goes against you during your performance evaluation.

    Training is monthly, as the company is always bringing in new employes to take the places of those who will be shown the door. You are basically walking on eggshells with this company.

    Would I recommend someone for this job?
    YES, if they need a quick and easy $3,000.00

    Advice to ManagementAdvice

    My advice is for the President of the company: Your staff is wasting a lot of resources, time and money training new candidates monthly.

    There is a lot of incompetency with management and supervision, which is no worse than Human Resources waste of terminating new employees who have better potential than those who haven't gone through training. It is a complete and utter waste of investment and this company could do a lot better without the aggressive performance evaluations.

    Spending $3,000 per head for a class of approximately 20 new employes ($60,000) is a waste per session plus the salaries of the trainers and resources used, you are only contradicting what the company advocates on environment and reducing waste. I can only imagine that all this benefits Randstad's appointed recruiters and trainers more than LoyaltyOne itself. Stop hiring replacements every month and help your current employees improve, make sure that every manager on the floor is on the same page and not making up their own rules.

    The company is not the problem, it's the people who micromanage it. I'm sorry to rate your culture & values low, but this is due to the waste and contradiction of what the culture and values are.

    Aside from that, I have a lot of sympathy for the elderly (collectors) who have been abandoned by the Air Miles program and cannot use or transfer their now (Dream Miles) to (Cash Miles) so they can continue using them on their groceries. On top of that, customer care should be allowed to dial in for the elderly who call in with rotary phones, as they are not able to make their redemption's properly. I was forbidden to assist them and instructed to tell them to get someone else to call in for them. This is inappropriate behavior by the staff and borders near discrimination on those who are incapable of using the automated system. This goes against the training involving accessibility for the impaired.

    Recommends
    Neutral Outlook
    No opinion of CEO

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