Most branches face staffing shortages because of the constant turnover. The turnover is even worse than retail stores and restaurants and certainly more so than at other financial institutions in the region. There is no focus on providing good customer service or retaining customers, which has resulted in customers leaving in droves since the conversion from GreenBank. The focus is strictly on sales, calling (harassing) customers to switch account types and open additional accounts (even though the product may not be a good fit for them) or to “opt in for the security of overdraft protection” (code word for charging them $37 every time they overdraft using their debit card). The lending that the bank engages in is not in alignment with actual credit needs in small, rural towns, yet senior management push and push you to get Home Equity Line of Credit applications (even in areas where the majority of the customers rent or live in section 8 housing). Underwriters are an absolute nightmare to work with, and the time it takes to get even the simplest loans to closing is absurdly and unnecessarily lengthy. Worse than this, there is no tangible incentive for staff to meet monthly and quarterly goals. Coupled with mediocre health insurance plans with high monthly premiums, no annual bonuses, no tuition reimbursement, and a pitiful 401K match, there are few incentives for talented employees to stay with the company more than a couple of months to a few years.
