PSCU Reviews

Updated March 18, 2015
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  1. 1 person found this helpful

    You will be in for a rough ride

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Call Center Representative in Phoenix, AZ
    Former Employee - Call Center Representative in Phoenix, AZ

    I worked at PSCU full-time (more than 3 years)

    Pros

    Pay is decent
    Nice location
    Health benefits and 401k opportunity
    Covered parking
    Free gym
    Cell phone discount with Verizon
    Some of the supervisors try to be supportive
    Co-workers are generally friendly
    Lots of overtime opportunity
    Quick, easy money

    Cons

    The company does not care about their employees. Since the former CEO passed away, all this company cares about is making money. They now outsource to a 3rd party company that has horrible hiring standards. Most of those representatives are lazy, rude and don't care about their job. The ones that get hired for the actual call center leave before their probationary period is over because they can't stand it.

    Most of the supervisors are lazy and can never be found on the floor. When you ask for help, all they do is moan and complain. They much rather sit at their desks and pretend to do work. If you try to let someone know something is wrong with one thing or another, is swept under the rug until a credit union complains. Procedures are constantly changing and you are marked down if you don't follow the procedures. You can be marked down one call for your tone even though you handle each call the same it just depends on which QA rep listens to your call.

    To get a bonus you must do well in handle time, QA and schedule adherence. If your call puts you over your break or lunch though, they will not adjust the time so you are penalized for staying on the phone and assisting the member. Which also affects your handle time. The handle time expectations are a joke. If you want to be a rep who helps your members in every way you can, don't expect to make handle time. You may have to call help desk for assistance or to transfer to them for a supervisor call or procedure but because they are short handed, their wait time can be 5+ minutes, so that I'd also tacked onto your handle time.

    Some of the help desk reps have no idea what they are talking about and if they give you bad information, you have the potential to be the one marked down unless you remember exactly who gave you the bad info. They also argue if you need to give them a call for one reason or another. A few are so condescending and rude, it's more beneficial to you to hang up and try for another rep.

    Promotions are a joke. Supervisors hire their friends or they choose to hire from the outside. Both situations which have come back to bite them but that doesn't stop it from continuing to happen. If there isn't a "friend" to hire then your promotion hangs solely on your interview skills. You may have a glowing resume and are a seasoned rep who knows the job but they will promote a rep who has been there less than a few months because they are better at facing a group of the same lazy, rude supervisors on the floor. How does it make sense to have other supervisors interview for the same position they are in. They are only going to approve people they will want to hang out worth and not do work rather than someone who will get work done.

    The coffee is AWFUL! They spent all this money on a coffee bar that used to have delicious drinks. Then they decided to shove "health matters" down our throats so now all you have burnt bitter coffee and tasteless smoothies. The "market" consists of over priced junk food and only a select few healthy items that everyone can enjoy, which are also overpriced.

    Advice to ManagementAdvice

    Start actually caring about your reps. You are losing great reps because they care, but no one else does.

    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO
  2. 1 person found this helpful

    Amazing experience and amazing coworkers

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Member Services Representative in Phoenix, AZ
    Current Employee - Member Services Representative in Phoenix, AZ

    I have been working at PSCU full-time (less than a year)

    Pros

    First of all, the training is amazing. It's five weeks with an amazing, engaging trainer that will literally teach you everything you need to know. You will be fully prepared before hitting the floor. You'll have supervisors, floor walkers, mentors all just to help you and answer any questions! Secondly, the benefits are great. After 30 days of your hire date your eligible for insurance benefits and the cost is amazing. I'm mostly satisfied with the staff here. The supervisors really do care about your success. You have so much support it makes this job easy. This is the first job I've had that I actually look forward to going to. Everyone here has such positive energy, the trainers are great, the supervisors and mentors are very genuine and caring. If you're looking for an amazing job THIS IS IT.

    Cons

    The only con I can think of is how loud some reps can be on the phone. Honestly, some reps are extremely inconsiderate of other people. However, you have the ability to move desks and 99% of the time management will discretely speak with these representatives to handle the issue.

    Advice to ManagementAdvice

    Continue to hire amazing people to run this place. I've had terrible experiences in call centers and this one is such a positive environment with a ton of supportive staff members. I really look forward to coming to work everyday because of you all.

    Recommends
    Positive Outlook
    Approves of CEO
  3. The benefits & pay are good; but I hate the job and so do most all of the contact center employees

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Contact Center Representative II in Saint Petersburg, FL
    Current Employee - Contact Center Representative II in Saint Petersburg, FL

    I have been working at PSCU

    Pros

    The pay is good after shift differential & overtime is added. The benefits are very good and they give you a lot of PTO time. It is not true that they give you fresh fruit bars. They have fresh fruit, but they give you Granny Smith apples most of the time which are for cooking not fresh eating and are very sour.

    Cons

    Company QA is ridiulous. There are at least 750 different credit unions with different rules. You have to lie to customers and tell them that you are the credit union. As many calls are referred back to the credit union as to ones that you can really help. Very frustrating for the customer and they take it out on you.

    Advice to ManagementAdvice

    PSCU does not understand what good customer service is. They make is so stressful for employees that turnover is very high. Many people have left the company because of the QA standards, QA counts off points without making it clear what the standards are. The QA is very susceptible to interpretation. The QA is the biggest factor in considering bonuses and pay rates. When there is high turnover, the reps don't do a good job. There is also a greater chance that employees will steal customers card information with the higher turnover and this has happened many times. If the company would lighten up on their employees and keep people they could get good at their job and give better customer service. Wake up PSCU before you run the company in the ground.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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  5. Customer service in challenging and fast paced company. Support lots of credit unions using several different apps.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Allen Park, MI
    Current Employee - Customer Service Representative in Allen Park, MI

    I have been working at PSCU full-time (more than a year)

    Pros

    Great benefits and work place! Beautiful facility. Emphasis on wellness programs. Yoga, fitness, weight watchers, healthy eating. Free coffee and tea. Lots of perks.

    Cons

    High call volume. Scripted environment. Not flexible with work schedules. Strict absence policy.

    Advice to ManagementAdvice

    Increase salary to attract talent. Lots of new people not dedicated or planning on staying.

    Recommends
    Neutral Outlook
    Approves of CEO
  6. Helpdesk

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Help Desk in Clearwater, FL
    Former Employee - Help Desk in Clearwater, FL

    I worked at PSCU full-time (more than 8 years)

    Pros

    Great overtime nice coworkes nice building

    Cons

    Poor management, not able to get a day off. All about getting the customer off the phone instead of trying to help

    Advice to ManagementAdvice

    Learn to care more about your employed and you won't have such high turnover

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 3 people found this helpful

    Overworked and underpaid

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Call Center Representative
    Former Employee - Call Center Representative

    I worked at PSCU full-time (more than a year)

    Pros

    The best reason to work there is to gain experience in certain areas. They also provide great benefits. I miss the friends that I gained. That's about it.

    Cons

    The challenges of working there is that you work really hard and there seems to be no recognition or appreciation. You are told in training how there is so much room for growth which is not true. There are a number of people who work there that have not moved forward and it is not for lack of trying.

    Advice to ManagementAdvice

    I have no advice

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  8. 3 people found this helpful

    Dysfunctional Leadership

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous in Saint Petersburg, FL
    Current Employee - Anonymous in Saint Petersburg, FL

    I have been working at PSCU full-time (more than a year)

    Pros

    The company has great benefits, great facilities (on-site gym, free coffee, tea, fresh fruit bar) and good work-life balance. Employees are very friendly.

    Cons

    Poor leadership, poor decision making, and very political climate. Management has great ideas but cannot execute. Many new products are implemented knowingly with a large number of errors/issues.

    Advice to ManagementAdvice

    The company will not be successful on innovative ideas alone, you must attract and keep staff with the skill sets that can execute on the ideas with quality.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  9. Headed in the wrong direction

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Contact Center Supervisor
    Former Employee - Contact Center Supervisor

    I worked at PSCU full-time (more than 5 years)

    Pros

    Advancement opportunities, time off, people.

    Cons

    Company policies, compensation, systems, computers

    Advice to ManagementAdvice

    Don't be so extreme with policies.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10. 3 people found this helpful

    WAS a great company. Quickly becoming just another large corporation with the stress and politics to go with it.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technology in Saint Petersburg, FL
    Former Employee - Technology in Saint Petersburg, FL

    I worked at PSCU full-time (more than 10 years)

    Pros

    Extremely employee-oriented.
    Great pay.
    Great benefits.
    Good employees.
    Good career growth.

    Cons

    Unrealistic expectations about what can be accomplished with given resources.
    Increasing politics.
    Many senior executives only interested in what benefits them.

    Advice to ManagementAdvice

    Listen to your staff! You are no smarter than they are.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11. 1 person found this helpful

    Member Service Representative

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Member Service Representative in Allen Park, MI
    Current Employee - Member Service Representative in Allen Park, MI

    I have been working at PSCU full-time (more than a year)

    Pros

    This is a great company to work for excellent benefit package

    Cons

    Nothing bad to say great leader ship

    Advice to ManagementAdvice

    They promote from within

    Recommends
    Positive Outlook
    Approves of CEO

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PSCU Financial Services - AZ Location
PSCU Financial Services Lobby
PSCU Financial Services - AZ Location

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