Higher One Reviews | Glassdoor

Higher One Reviews

Updated June 14, 2017
11 reviews

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2.0
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Marc Sheinbaum
2 Ratings

11 Employee Reviews

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Pros
  • Great work from home opportunity (in 34 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 7 reviews)

  • Customer service department was outsourced (in 5 reviews)

More Pros and Cons

  1. "Supervisor"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Higher One part-time

    Pros

    I could work from home, decent training

    Cons

    They moved all call center over seas.


  2. "Customer Service"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    Pros

    Hours , flexibility, working from home , virtual training , management friendly , pay on time and competitive with work from home companies

    Cons

    Trained yourself thru web courses, no assistance , thrown to the phones when your not comfortable, had to log in right away

  3. "Customer Care"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    Pros

    Working from home; if onsite great office perks; benefits were pretty good for a remote position; easy to leave work and not take home providing for a personal life

    Cons

    lack of team building by leaders; outsourced customer care; managers not really knowing what each worker is doing; talents not recognized and claimed by team leads


  4. "Customer Care rep"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    Pros

    Worked remotely in another state

    Cons

    Very politcal; not performance based

    Advice to Management

    nothing


  5. Helpful (7)

    "That Was Then, This Is Now"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Used to be a great place to work, and not just because of some survey HR tied to bonuses. People were passionate about their work, they loved the contributions they made and they felt truly valued. The culture was open, teams collaborated, and suggestions could be made without fear of repercussions.

    That was then, this is now. On the plus side, as people care less about the job, work / life balance improves.

    Cons

    * Higher One is bleeding talent, in spite of a stated company goal to retain employees.
    * Human Resources is ineffective and unorganized. People are afraid of them.
    * All new hires are in the Buffalo division or in the India office.
    * No one seems to be really evaluating operational efficiency.
    * When developers in India write code that has to be corrected by developers in the US, having an Indian contingent costs more than it saves.
    * When managers who have staff in India are undermined by local Indian management, there is a problem.
    * Risk & Compliance is loaded with VPs and Directors, all of whom delegate their work to the departments losing staff, even as they continue to hire for positions that oversee and manage rather than positions that do the work in the trenches.
    * Employees are all in a holding pattern, waiting to find out what happens when the Dept of Ed rulemaking decision is made. Some are trying to wait it out; many are jumping ship ahead of an expected implosion.
    * Since the departure of the founders, most senior management hires have been those who were unemployed for one reason or another. Higher One hasn't been able to attract quality employees at those levels for some time, and it's showing. Cronyism is rampant.

    Advice to Management

    Stop underestimating your employees. We see the business partner that's bringing in an unusual number of employees outside the normal functions of the partnership. We know what's going on when people disappear to the conference rooms without scheduled meetings. Recognize that your indiscreet actions are making the employees nervous, contributing to the talent loss.

    Human Resources needs to stop trying to own everything and start doing those things that are in their mandate.

    Make a decision on how to move forward; communicate it to the company; stick to it and see it through; stop waffling and hedging your bets.


  6. Helpful (4)

    "Marketing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Marketing in New Haven, CT
    Former Employee - Marketing in New Haven, CT
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Ever-changing environment can create new opportunities as product focus shifts. Can be collaborative at times and product launches. I.e. Corporate website are exciting and have a significant impact on branding and the company's new direction.

    Cons

    As often happens during change people become territorial and credit not given where credit is due. There's a lack of training - new managers are left to figure it out. People hired with technical background but no leadership sills. The lack of internal training and development or any sort of professional development has affected turnover. People are unhaooy. morale is very low. Losing good talent.

    Advice to Management

    Do better in the interview process. Select people who can bring leadership and real value to the table instead of hiring to fill the spot. Provide more ongoing training and professional development - serious lack of leadership across the board. And finally address the elephant in the room. There are families at risk here and employees need to know the truth about the company's future rather than through the rumor mill. I'm rating culture as poor because there's been a dramatic shift for those of us who chose Higher One for the culture and values prior to the management overhaul and it's night and day. Where's Open Communication? What's Open Communication? If you continue to hire your own (corporate) and the old guard continues to leave that should fix your morale problem as nobody will remember what it was. Change is good. Just do a better job communicating and value all employees. You read a lot on here about coffee and lunch. That only goes so far - nice as it is. Good luck.


  7. Helpful (6)

    "Times, They Are A-Changin'"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - IT Operations in New Haven, CT
    Former Employee - IT Operations in New Haven, CT
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    The technology department is quite good, and the processes and procedures are a fair mix of enough to keep you from shooting yourself (or anyone else) in the foot, while not so rigid as to keep you from being productive. Most people are truly great to work with (and hang out with), and there are still a lot left who have been there for a long time (who truly understand the products, and how it all works). Technology management tends to get it (generally), and always at least seemed genuinely interested in your well being.

    Cons

    As others have noted, there is a large amount of change going on right now, and none of it bodes well for the future of a good portion of the company. Upper management seems aware of the issues, and is working on them, but they are communicating very little little to their underlings, which is in stark contrast to the "open communication" that used to be present. They inherited an utter mess from their predecessors (who were nice people, but were ultimately clueless, naive, and in way over their heads), but they seem determined to throw in the towel on half the business, downsize drastically, and survive nicely on what is left.

    Advice to Management

    Be honest with your employees. The smart ones realize what is going on, and will not continue to tolerate the rubbish you are feeding them. You also have a lot of dead weight in some departments, and given the attention to costs, it would behoove you to consider evaluating that closely (here's a hint: if you're paying people money, and they're not making you money, or saving you money, or providing value in an operational role... getting rid of them saves you money).

  8. Helpful (2)

    "NEED BETTER TRAINING!!!!"

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

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

    Pros

    Working from home and having flexibility when time is need off or changed

    Cons

    Pay is not that great ...training is a joke.... the people that they have to help you with calls are that dependable..

    Advice to Management

    Re-vamp you whole operation from the bottom to the top. This is a company that could be great but it is mediocre . Better train ALL off your staff.


  9. Helpful (5)

    "Lies, lies, lies"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in New Haven, CT
    Current Employee - Anonymous Employee in New Haven, CT
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Higher One full-time (More than 3 years)

    Pros

    Free lunch, free parking and onsite fitness center

    Cons

    A fabricated company culture, corrupt leadership team and constant lies to employees

    Advice to Management

    Resign


  10. Helpful (1)

    "Decent place but still needs work internally"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Analyst in New Haven, CT
    Current Employee - Analyst in New Haven, CT
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

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

    Pros

    - Catered lunches so you don't have to worry about getting your own
    - Co-workers are great to work with on projects and with teams
    - Good work environment, the building and space is nice

    Cons

    - Once you put in your notice, the company treats you differently as if you're an outsider (even after you've put a lot of hard work on projects and done your best)
    - Internal politics that put certain Managers into positions where they will cover their tracks and put blame elsewhere
    - People won't take responsibility of their (poor and unpleasant ) work and will take recognition when they can get some

    Advice to Management

    Have internal checks and balances to combat any mismanagement


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