North American Bancard Reviews

We love your subject line and we love that you have fallen in love with North American Bancard! Thank you so much for this wonderful review and for taking time out of your busy day - and we KNOW our Technical Advisors are always in hot demand! - to provide this feedback. While we know its 'early days' in your tenure at NAB, we promise to do all we can to continue to deliver an excellent culture and work experience. If there is ever anything we can do to improve our people-processes, please feel free to reach out to me personally...we are on a continuous improvement journey and are always looking for ways we can do better. Thank you again, and we are so happy you are part of the NAB family!

Wow, this is a wonderful and much appreciated review, thank you. We appreciate the time you took to leave us a review considering you are in a leadership role in sales and we KNOW how busy you must be with NABs growth trajectory! We appreciate the work you do to bring new merchants to our NAB family and to care for the merchants we currently have - we love our sales teams! Thank you for your time and for this generous review, we appreciate you!

It was disappointing to see your one-star review and since you specifically mentioned Jim Parkinson, NABs Chief Experience Officer, in your feedback, I asked Jim to collaborate on this response. Jim shared; "I always appreciate the feedback, but it makes sense to get some facts straight. First, I was planning to leave to explore more personal/security/social protection technology research, and I decided to stay because my NAB teammates and the loyalty we have for each other and to the company are important to me. I love the team at NAB, and after further reflection, I decided my work here wasn't done. Second, at NAB we have a vision for growth that includes internal/organic opportunities as well as acquisition opportunities. We target acquisitions that are aligned with our business model and have opportunities for synergies and process improvements using our proven technology and other shared service resources. We have a collaborative focus on making our acquisitions successful at every level and function within NAB. As anyone knows, successfully integrating acquisitions takes time and an intentional strategy - and yes, we must make hard decisions - but our acquisition track record speaks for itself. From personal experience I can say that we value every person at NAB. I would encourage anyone who is considering joining our growing team to speak to CURRENT team members for an honest assessment of what it's like to work in our fast paced yet innovative and collaborative environment. I appreciate your concern and your feedback but it's important to me to make it clear that I did not "backpedal" but wanted to stay at NAB because we have an amazing future being built by some of the best, most talented people I have ever had the privilege to work with."

While we never like to see a one-star posting, we do appreciate your feedback. I was able to collaborate with our Enterprise Risk Management Leadership and while they were aware of your situation, they shared there were misperceptions in your review. We respect your personal perspective and do not wish to debate in this forum so, even though you are no longer employed at NAB, I sincerely encourage you to reach out to me personally to discuss your concerns at any time. That being said, there is one point I am compelled to shed insight on, and that is your statement that we changed from hourly to salaried pay so we wouldn't have to pay overtime. You may not know this, but when changing an employee's classification from non-exempt to exempt, employers like NAB first make sure the duties and responsibilities of the position meets all applicable exemption criteria. This is such a critical process that we engaged Lockton Consulting to evaluate, benchmark and make the appropriate recommendation applying both Federal and State tests. If there is any doubt as to whether the position qualifies for exemption, it should remain classified as non-exempt. In this case, it was clear that the position was exempt, so we made the appropriate changes after communicating with the team. The feedback we have received from other team members about this change has been overwhelmingly positive as it also allows these team members to participate in our annual bonus pool and flexible PTO benefit which was not available for these positions before. Again, we are happy to speak to you in more detail if desired, thank you.

We are so grateful for the time you took to write this positive and balanced review. We were excited to read your pro's, and while our culture of "continuous improvement" keeps us focused on always trying to improve upon our culture and leadership (the two main things that impact team member engagement), we are happy to see that the improvements we have made so far have had a positive impact on you. Thank you for sharing and for the positive feedback! I also want to address your con's and your related Advice to Management. Over the past three years it feels like dealing with the rapidly changing compensation landscape was similar to playing a game of "whack-a-mole" - you have one hammer so you are busy hammering the next mole that pops up just to stay in the game! That is not the most effective way to manage compensation nor is it sustainable. I am pleased to share that we have a leader on our PO Team focused on strategically and effectively managing our "Total Rewards" - everything from compensation to benefits to wellness. These are critically important, big cost items and we need to have a laser focus on doing this right. Its important to us to pay fairly and also recognize and reward high performance with additional incentives. Look for more information on this in the coming months and I encourage you to join a team member focus group on this topic...we value your point of view! Thank you again for your feedback, we truly appreciate it.

I am so grateful for your feedback and happy that overall your time with NAB has been valuable and positive...GREAT news! Everyone involved in the onboarding process did high 5s when they read your positive feedback because we put so much time, effort and energy into the onboarding process knowing how important it is for all of our new hires. As for your Con's and Advice to Management, I wanted to "go to the source" for an informed response to your feedback, so I reached out to BRIAN SHAW, SENIOR DIRECTOR OF UNDERWRITING to address your concerns. He was grateful for the opportunity, here is his response: "Thank you for reaching out to me for feedback on this review. In the underwriting department we believe that all feedback is a gift, so it is good to hear about reviews like this. I'm also happy to see that this team member's overall review of NAB was positive. In response to their feedback in the "Cons" and "Advice to Management" sections, they appear to be referencing NAB's simplified enrollment portal where applications and forms are housed and filled out. Although my department receives the eventual output that the simplified enrollment system generates (a new merchant submission to underwrite), we don't actually have direct oversight of that technology or have the ability to improve it. My department actually has a more difficult time underwriting new submissions because the amount of information required to submit an account through simplified enrollment has been intentionally reduced to make the application process as quick and easy as possible for merchants and sales partners. With that said, in regards to fine tuning the onboarding and underwriting process, we are laser focused on removing any and all unnecessary friction for our sales partners and merchants. We are constantly revisiting our policies and procedures to find additional efficiencies that we can pass on to our customers. Our ultimate goal is to approve as many merchants as possible while providing the best experience possible for our sales partners and merchants. We will continue to work on improving our underwriting process, and we appreciate the feedback from this team member. " On last thing I wanted to address was your comment about not recognizing more federal holidays. We offer a generous holiday time off schedule as well as personal days and birthdays off. As the company migrates to "Flexible PTO" we have communicated to our team members that they should take off those holidays and personal celebrations that are most important to them through our flexible PTO system and I encourage you to do the same. Brian and I both hope you find this response helpful and informative, but if you wish to discuss further please feel free to reach out at any time. Thank you again for taking time to provide this positive review, we never take that for granted!

In order to give your response the careful attention it deserved, I turned to Eric Yusefzadeh, General Manager of our Hospitality Operations, of which HMS was a part. Eric shared, "We greatly appreciate what you and the broader HMS team brought to NAB and the Hospitality organization. HMS was acquired 3 years ago for the POS technology and the unique talent & expertise it brought to our Payments groups. While it might feel differenly, the recent reduction of overlapping or overstaffed positions was a very small percentage of our overall Hospitality Implementation & Support teams. It took us months and months to review the business metrics and data to ensure we were rightsizing appropriately and we did our best to generously care for our impacted team members. I do understand how challenging it is when something like this happens, but considering your skills, I am sure this is just a temporary setback. We're grateful to you and all of the team members for your hard work and contributions to the business & our customers."

I have to tell you, as someone who supports the great work that our People Operations Team does at NAB your feedback had me grinning ear to ear. Thank you so much for recognizing the team and especially all of the improvements they have made to new hire orientation and onboarding process. We are grateful for the positive feedback and especially happy that you have found a great team and great company where you can do GREAT work!

Thank you for sharing your thoughts and feedback on your experience working for NAB. We never want to be "okay" and are always striving to improve upon our team member experience. It looks like you have left the company but enjoyed our remote work environment and benefits like flex PTO. I wish I had a better understanding of "guidelines" - if you are speaking to team member guidelines, such as our handbook, or guidelines for how to do your job? Either way, your feedback is of value and we will be sharing your advice to management with our senior leadership team to brainstorm opportunities for improvement. Thank you again for taking the time to provide this review and we wish you the best in your next career step.

I was so disappointed to see your review and I wish you would have taken the time to share more actionable feedback with me. On the positive side, you found your time at NAB to be a wonderful opportunity and a great learning experience. Its unfortunate you felt that the CSR pay was low, but we review our pay ranges against market every year and reviewed our Califorian range for your position before responding to this post. I will tell you that we are paying at or above market based upon the data we have, but I also know that many companies are interested in the amazing talent we have at NAB and frequently make offers that are much higher in market to lure our talent away. We are doing what we can to keep up and of course we are looking at the whole package too - total rewards and not just pay. So things like remote work, flexible PTO and Zen spend accounts are ways we attempt to make the "whole compensation package" more competitive. We do thank you for your feedback and want you to know we are committed to doing all we can to keep our pay and benefits at or above market to attract and retain the great talent we have at NAB.