If you’re considering working here, let me save you the time: don’t. The training is absolutely terrible – completely disorganised and pointless. There are no trainers onsite. Instead, you’re told to come into the office and log into Microsoft Teams while the trainer sits at home. The “training” consists mostly of reading through endless e-learning presentations. If you don’t understand something, don’t expect an explanation – they’ll just give you the answers so it looks like you’ve passed. It’s all box-ticking to meet business requirements, not actual training.
By the end of it, no one in the training group had a clue what they were doing. Then you’re thrown straight into what they call a “sign-off call” – your first real call with a customer, monitored remotely by someone who, again, isn’t even onsite. You’re guided through the call step-by-step by someone doing most of the work for you, then magically “signed off” as if you’re now qualified. Spoiler alert: you’re not. None of us were.
What happens next is even worse – they start making you take real calls about sensitive and serious issues, like fraud, while you’re still untrained and unqualified. Many of us didn’t even have access to all the systems we needed and were just told to “do what you can with what you have.” Imagine calling your bank about fraudulent activity and being greeted by someone who literally has no idea what they’re doing – that’s what this company allows.
They’ll constantly say “ask questions,” and then turn around and blame you for not knowing something because you didn’t ask. But how can we ask questions when we don’t even know what we don’t know? There are no mock calls, no proper scenarios to practice, no one sitting next to you to guide you. You’re just thrown into live calls with 20+ trainees and only one floorwalker to help. Everyone ends up putting customers on hold for 20–30 minutes waiting for help. The managers? Useless. They don’t take calls, they don’t understand the systems, and when asked for help they give vague, unhelpful answers before disappearing.
Mistakes were being made left and right – again, not the advisors’ fault. People were refunded money they shouldn’t have been. Cards were left blocked when we thought we’d unblocked them. It’s shocking that major banks would trust this company to handle their customers.
To make it worse, there were instances where managers and staff showed up clearly under the influence – not of alcohol, but definitely something else. Red eyes, drowsy, completely unprofessional. When management saw the entire team struggling, they called a meeting and asked what we needed help with. When we told them? Their response was, “You should’ve paid attention in training. I can’t help you.”
It gets even worse: you’re paid based on adherence, so if you’re not on a call (even if it’s due to broken systems or no support), your pay gets docked. Some people didn’t get paid for weeks. When they brought it up, management tried to blame them, even though they had submitted their details multiple times. The payroll team was useless, and people who hadn’t been paid obviously didn’t even have a payslip to check.
Tech issues were constant – systems crashing, broken laptops, poor headsets that kept disconnecting. And once again, guess who gets blamed? You do. Even when it’s completely out of your control.
Rules are enforced inconsistently. Management preaches professionalism but shows up late, uses phones around private customer info, and breaks their own dress code rules by leaving bags and coats on the floor.
To top it all off, many trainees couldn’t even speak fluent English and still got signed off. Then they were expected to take complex calls on their own. It’s a complete joke.
Unless you’re in absolute desperation and just need some fast cash with nowhere else to turn, stay far away from this company. It’s unprofessional, disorganised, and reckless. You’ll leave stressed, underpaid, and questioning how any of this is even allowed to operate under the name of a professional banking service.
