Sallie Mae Customer Service Representative Reviews | Glassdoor

Sallie Mae Customer Service Representative Reviews

17 reviews

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Customer Service Representative

3.4
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Approve of CEO
Sallie Mae Chairman & CEO Raymond J Quinlan
Raymond J Quinlan
1 Rating

Employee Reviews

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Pros
  • Good benefits, easygoing and respectful atmosphere, yearly salary increases, and a lot of holiday pay (in 19 reviews)

  • There are great people everywhere (in 17 reviews)

Cons
  • Poor pay, long hours, mandatory overtime (in 9 reviews)

  • Operations Upper Management doesn't let leaders lead (in 9 reviews)

More Pros and Cons

  1. "Client Service Representative"

    StarStarStarStarStar
    • Career Opportunities
    Former Employee - Customer Service Representative in Grandview, MO
    Former Employee - Customer Service Representative in Grandview, MO
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Sallie Mae full-time (More than a year)

    Pros

    Good company regulations and salaries

    Cons

    They closed my department and relocated in another state

    Advice to Management

    If I could have my job back with your company I would retire from there.


  2. Helpful (1)

    "Don't unless you have to."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Killeen, TX
    Former Employee - Customer Service Representative in Killeen, TX
    Doesn't Recommend
    Negative Outlook

    I worked at Sallie Mae full-time (More than 3 years)

    Pros

    It was a job that did pay money.

    Cons

    Poor pay, long hours, mandatory overtime. Whether you're a borrower or an employee, they own you. Oh, and you get to suggestive sell things like insurance.

  3. "good"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Newark, DE
    Current Employee - Customer Service Representative in Newark, DE
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Sallie Mae full-time (More than 10 years)

    Pros

    Great job to learn new skills ,good training class

    Cons

    Excessive employee turnover


  4. "Ok, good training"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Killeen, TX
    Former Employee - Customer Service Representative in Killeen, TX
    Recommends
    No opinion of CEO

    I worked at Sallie Mae full-time (Less than a year)

    Pros

    Supportive and understanding management. They encourage employees constantly through awards, gifts, and recognition. They provide really helpful training and ensure that representatives are ready to interact with customers.

    Cons

    It was stressful dealing with disgruntled customers upset about having to pay their loans and upset that they were approved for the loans in the first place.


  5. "Can be rewarding if you have the right mindset."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Indianapolis, IN
    Former Employee - Customer Service Representative in Indianapolis, IN
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I worked at Sallie Mae full-time (More than 3 years)

    Pros

    Opportunities for advancement and overtime hours. Performance based compensation.

    Cons

    Low base pay. You must work several overtime hours to make the compensation worthwhile.


  6. Helpful (1)

    "too much favoritism and not enough regularity. Supervisors too inexperienced for job descriptions."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Muncie, IN
    Former Employee - Customer Service Representative in Muncie, IN
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Sallie Mae full-time (More than a year)

    Pros

    bonuses were ok when done fairly

    Cons

    too strict work environment, not consistent with policies, supervisors gossip too much.

    Advice to Management

    get it together, high turn over rate means something is wrong. Be consistant with all employees. Stop the gossiping amoungst yourselves.


  7. Helpful (1)

    "Very impersonal"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    Current Employee - Customer Service Representative in Wilkes-Barre, PA
    Current Employee - Customer Service Representative in Wilkes-Barre, PA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Sallie Mae full-time (More than a year)

    Pros

    The benefits are very good. There are a number of interesting and enjoyable outside activities during the months based on the season. Nice office space and work areas, break rooms and restrooms are clean

    Cons

    Very impersonal atmosphere, the job itself does not allow for much interaction between co-workers. Breaks and lunch times are closely monitored and adherence is strictly enforced. Very stressful at times and pay scale for new hires is low for amount of information you are required to retain in order to help customers

    Advice to Management

    While training is intense, and one of the questions during interview is regarding time off in the first 90 days, no one can foresee the future and emergencies, weather and other life events do happen. To be verbally reprimanded for a day off for sickness, etc is a bit disturbing. Re-thinking of adherence policy and time off policy is something that needs to be addressed. It's ludicrous to be admonished for punching in 2 minutes before your shift or lunch and trying to keep the time clock along with the cust svc program in sync is nearly impossible

  8. "it was ok but not great place to work. they hire and fire"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Nanticoke, PA
    Former Employee - Customer Service Representative in Nanticoke, PA
    Disapproves of CEO

    I worked at Sallie Mae full-time (Less than a year)

    Pros

    the starting pay was good

    Cons

    very strict guidlines of phone times.

    Advice to Management

    be a little more reasonable is expectations.


  9. "Sallie Mae helped me to gain more customer service experience, but failed to make me feel like I was valued."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Fishers, IN
    Former Employee - Customer Service Representative in Fishers, IN
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sallie Mae full-time (Less than a year)

    Pros

    They do give monthly bonuses if you meet your goal and they will help you pay for tuition if it directly relates to something they can use. They offered lots of overtime as well.

    Cons

    It is very hard to move up. Contrary to belief, many of the customer service reps and collectors have degrees and are hoping to gain a different position in the future; however the opportunities are not there. They don't give very fair breaks and it's really hard to make a suggestion because they don't listen to it much.

    Advice to Management

    ALthough bonuses are great, if you don't make them attainable then you will continue to have a high turnover rate within the company. Also, don't continue to say there's tons of opportunities to move up when there isn't. No one wants to go from a customer service rep, to a Level 2 customer service rep....there's no difference in the work.


  10. "Great place to work for new college grads."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Lynn Haven, FL
    Former Employee - Customer Service Representative in Lynn Haven, FL
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Sallie Mae full-time (More than a year)

    Pros

    Great job to learn new skill sets. Open communication. Clean work environment. Flexible work hours. Paid leave. Plenty of parking. Fitness gym. Paid vacation. Good benefits.

    Cons

    Excessive employee turnover. Small shift differential pay for working flexible shifts. No vacation time within first 6 months of employment. Most benefits will not kick in until after one year of employment.