Higher One Home Based Customer Care Agent Reviews | Glassdoor

Higher One Home Based Customer Care Agent Reviews

11 reviews

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Home Based Customer Care Agent

3.6
Star Star Star Star Star
Rating Trends Rating Trends
Recommend to a friend
Approve of CEO
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Marc Sheinbaum
3 Ratings

Employee Reviews

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Pros
  • You are able to work from home which is awesome (in 31 reviews)

  • Great culture - fun activities, community involvement, free lunch 3x a week, on-site fitness facility (in 9 reviews)

Cons
  • Do not give Customer Care Agents the tools to be effective (in 6 reviews)

  • Customer service department was outsourced (in 5 reviews)

More Pros and Cons

  1. "Seasonal Customer Care Support Agent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Comp & Benefits
    Former Employee - Home Based Customer Care Agent
    Former Employee - Home Based Customer Care Agent
    Recommends
    Neutral Outlook

    I worked at Higher One part-time (Less than a year)

    Pros

    - Work From Home, part-time hours, M-F only...no weekends.
    - Great help in finding answers through chat rooms
    - Relatively easy to understand interfaces for providing customer support and explaining steps to callers so they can access their accounts online.

    Cons

    - pay will seem low to those accustomed to earning in the teens or better
    - seasonal work is a short time-frame
    - Adherence req's are extremely difficult to keep within expected parameters

    Advice to Management

    - consider pay increases for returning agents


  2. "Great Home Based Job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Higher One full-time (More than 5 years)

    Pros

    Work from home. Some flexibility in schedule. Excellent Paid Time Off. Resonable Pay.

    Cons

    Minimal pay increases for those who prefer to stay in their current position. Regrettably, Customer Care is being outsourced overseas.

    Advice to Management

    Stay in touch with your employees.


  3. "Customer care"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Higher One full-time

    Pros

    The best when it comes to working from home

    Cons

    Being outsource about to be out of a job

    Advice to Management

    No comments


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  5. Helpful (2)

    "Customer Care Agent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Current Employee - Home Based Customer Care Agent in New Haven, CT
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Decent pay and great group of people to work with. I'm always treated with respect, and everyone is friendly and pleasant. I love working here! Employees are provided with excellent training materials which are at your disposal while working.

    Cons

    Cardholders are dissatisfied with the services and are unfamiliar and or unclear with Higher One's policies, especially the fees.

    Advice to Management

    Perhaps consider having a cardholder agree to a fee for a wire transfer, stop payment, etc. in live time when they are performing the task.


  6. Helpful (1)

    "Excellent company to work for."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent
    Current Employee - Home Based Customer Care Agent
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Higher One part-time (Less than a year)

    Pros

    Good training if you are comfortable with self study.
    Decent pay for this job type.
    High respect from co-workers via chat and email.

    Cons

    Company policies are not understood by many customers which makes them angry and difficult to deal with.
    Job is remote in a financial industry hence Higher One is hesitant to give too much responsibility to remote workers. Would like more responsibility.

    Advice to Management

    Your treatment of workers is outstanding. Only suggestion would be to allow remote workers to have more responsibility so job is not so rote and monotonous.


  7. Helpful (1)

    "Good company to work for"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent
    Current Employee - Home Based Customer Care Agent
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Higher One part-time (Less than a year)

    Pros

    I enjoy the opportunity to work from home. I'm retired and wanted something to keep me feeling productive and focused, so I work 20 hours per week. 20 hours is what I specified, other schedules are available. I also like the fact that I am an employee. I don't want to deal with filing quarterly income estimates, paying my own social security etc. I'd rather let them handle that. I am paid $11 per hour, which is what I was offered when I started 6 months ago. Pay is never late and always correct. There are opportunities for additional hours at times, as well as opportunities for unpaid days off upon request. The other employees I interact with remotely are pleasant and professional.

    Cons

    Relatively low pay
    I wish I had more flexibility as far as my work schedule, but I understand that isn't possible for this type of job
    There is a lot to learn and a lot to know to do the job well

    Advice to Management

    Offer some type of pay incentive for adherence and QA ratings.


  8. Helpful (2)

    "The Higher One home-based job is a great place to work; opportunity to work from the comfort of your home."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Contractor - Home Based Customer Care Agent in Orlando, FL
    Former Contractor - Home Based Customer Care Agent in Orlando, FL
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Higher One as a contractor (Less than a year)

    Pros

    The corporate culture came across as each employee was helpful and accountable toward one another. Help and support was expected and embraced. The online training for home-based representatives was good, just a little disorganized but with some improvements can be made seamless.

    Cons

    The banking products are terrible. Most of the bad calls that came from the students were because they kept having to resubmit their identification documents over and over and over again before they could get access for their account and funds. This needs to be changed. Also, they need to do more support the training for new home-based hires that they already have instead of constantly rehiring and retraining new hires each peak season.

    Advice to Management

    Stop touting that you have a great banking product for students. You do not. Charging them for replacement cards and certain transactions is ridiculous. Some of the fees you offer are actually predatory. Create a better way for students to submit their identification documents. CALL them if you receive illegible documents more than once instead of simply sticking them back into the system. They have enough frustrations ahead of them. Don't be the first source of it. Luckily, you hire agents who really do care and work to help students through what the agents know is really a hot mess.


  9. Helpful (1)

    "Good Place To Work"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Based Customer Care Agent in Columbus, GA
    Current Employee - Home Based Customer Care Agent in Columbus, GA
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Higher One part-time (Less than a year)

    Pros

    Reasonable Pay. Good Training. Working at Home

    Cons

    Low hours, Seasonal term. Long time response for assistance

    Advice to Management

    Add more agents to assist new agents.


  10. Helpful (1)

    "It started as a great company to work for but then.........."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Home Based Customer Care Agent
    Former Employee - Home Based Customer Care Agent
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Higher One part-time (More than a year)

    Pros

    Work from home. Calls are not hard to handle. Decent pay. Flexible scheduling. Very nice staff. Self pace training

    Cons

    work from home employees will not get hired full time. I started as part time seasonal then permanent part time when asked about full time employment the response was they're not offering full time schedules at the moment. I was there almost 2 years. Ur scores in QA are based on 10 calls if out of those 10 calls one of ur scores are below the set percentage for more than 4 months be prepared to have ur pay reduced without any warning then fired. 15 min breaks are not paid. Updating the workforce management system is nerve racking n makes no sense. Change policies n call handling all the time.

    Advice to Management

    Give work at home reps the opportunity to be full time employees. Get rid of WFM. Cad should be enough to log in and out of. Fix QA people are not robots.


  11. Helpful (1)

    "Good Experience"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Home Based Customer Care Agent
    Former Employee - Home Based Customer Care Agent
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Higher One full-time (More than 5 years)

    Pros

    Benefits, PTO, 401K. Management worked with you as much of possible with schedule , Good pay for a work at home position.

    Cons

    Great caring company when It was private, As soon as it became public things started to change for the worst. No further to go once you work from home

    Advice to Management

    Listen to your staff. Answer or emails and concerns