So, you plan to work at Chase India as Fraud Specialist. Without wasting any time let me go ahead and give you some quirks of working here so that you are not surprised during or at the end of your tenure.
First and foremost, it is a call centre guys, PERIOD. During training, they will make it sound like you are a very important department and your work is exquisite which you will fall for. However, it is a call centre like any other with odd shifts, politics, and favouritism (screaming customers, unachievable targets and micromanagement by managers and bots are part of everyday life).
I will give you a breakdown of exactly what happens at this place and please be aware that this is for Bangalore location as Fraud Specialist 1 only.
TRAINING: Wonderful training, it is analogous to the honeymoon period in every office. You learn while having fun and trust me; you don’t implement anything that you learn in your training on the floor. On the floor, it is all about you and how fast you pick up things (not much support will be given in that aspect as you are expected to learn everything on your own)
GRADUATION: You graduation which is a fun little activity to showcase the new bakras; sorry !!! Employees to join the team.
DEVELOPMENT COACHING: This is mostly theoretical and for a job which is mostly practical; the tools, system and method used is archaic and outdated. Nevertheless, the trainers are hardworking and smart, however they are stuck with a bad management who neither wants to take any feedback or give any.
JOB: Here comes the meat of the story. You ready, it is going to be a bit lengthy so please be patient.
TOOLS AND SYSTEM: Outdated, pathetic and slow. You cannot do anything about it, despite being a global bank and ranking in the top 20 organisations of the world – it is pathetic to see they are stuck with slow systems, outdated OS, applications which lag and no dedicated IT support. And these issues are known but no one will do anything about it. If you are working from home – you will be asked to change your internet provider. If WFO, and if you have these experiences – then you are just damn UNLUCKY.
TEAM LEADS: One of the best things about this place – the TLs. Because most of them have experienced the issues or continue experiencing them; they support and try to get the best support and feedback possible. However, some of them are downright arrogant, bias and overbearing.
THE JOB: The metric and targets are unachievable. You should be 100% at most of parameters and you are expected to achieve 100% of them. The calls are continuous (with 100s waiting on the line), customers are cranky, and process is complicated and continuously changing, metrics are unachievable, management is always breathing down your neck and threatening to fire you (yes, it happens – the senior leaders will take you to a meeting room and will threaten you in the sweetest possible manner).
You are expected to take more calls (around 40 to 50 per day) to achieve desirable results, expected to do overtime, expected not to take any breaks (apart from the scheduled two 15 minutes breaks and lunch). You are expected to provide excellent customer service to customers who are constantly cussing.
THE JOB TEACHES YOU A LOT ABOUT FRAUD AND THE TREND. However the management is atrocious. And you might have a question WHY? The answer is simple – YOU ARE REPLACEABLE. There is constant hiring and the management looks for fresh blood every season. It’s a vicious cycle and unfortunately that is state of Indian job market. Our government is incompetent and employers are outright selfish. What are left in between are people like us who works hard and look for growth. Unfortunately, Chase India is no different from any other MNC, you have the politics, the attrition and new targets.
