Your ability to get “outcomes” dictates how well you’re doing the job, nothing else
Your performance is then judged solely off personal opinions of customers put in on a survey. Which has so many flaws I couldn’t begin to list here.
About 3 different times a customer who has had a bad experience somewhere else with TD say the auto insurance department or the C/C department or a different Branch, comes to my branch days later to do transactions then gets a survey for me but decides to give all reds (Yes this actually happened 3 times) because of his/her/their prior experience, that is not close to being my fault fam. And then the MCEs sit with you talking like i could have done something about it???? No matter how EXEMPLARY my service was, they are forced to voice their opinion completely concerning TD and im the fall guy, then the MCE will say “then why didn’t you ask how their experience with TD was”, in two occasions i did and when they voiced this, all i can do is apologize nothing else, after twice this happened the next time the MCEs just said “it happens” yeah duh, not that its the Managers faults but at least my MCEs sometimes acknowledge the surveys have HUGE FLAWS for frontline associates (LCEA/CEA or Tellers as laymen say) in my 1 year with TD its happened 3 times, I know one coworker who had it happen numerous times in one quarter (3 months). And then when its not the case, customers bash you on this survey for doing your job. You ask for ID for transactions that need it they get annoyed “(Sir/Ma’m) its compliance, we are protecting you, and us and most importantly your money from any cases of fraud” and then they say “i been with td for blah blah blah years, why you asking for id” Sir i dont’ know you?? I am new and i have never seen you? (I would not be this rude obviously) so I declined to process the transaction, but because they did other transactions with me before, then they get a survey and give all reds, reason cause i did my job, followed rules and compliance, and then they sit me down and complain and I’m just sitting there like you fam CANNOT be serious (in my head 😂). I did my job and you are complaining?, my bad I should have given a lady 10000$ from her A/C with no ID, she claims to have got up to walk her dog so she out of no where needs 10 bands?? HAHAHAHA , she had space for her ACS Card (Debit card) but not Gov ID, and you guys are upset at me for declining like you all told me to do??? THATS RICH. I guess I should have called a manager oh wait i did that once before and the same manager told them the same thing (We need ID for this transaction unfortunately) THAT SAME MANAGER looked me in the eye and said “you shoulda called me or any other mces or the branch or assistant branch manager” what DIFFERENCE would it have made? Haha. Then they said HR has to know blah blah blah yea whatever. HR didn’t even say anything, i doubt they gave a care about it.
Ahh feels nice to vent, aside from that I like it here for the most part, my coworkers are beautiful people. Only thing that makes it worth
