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America First Credit Union

Engaged employer

Really depends on your manager - Escalations Specialist America First Credit Union Employee Review

4.0
11 Jun 2022
Recommend
CEO approval
Business outlook

Pros

AFCU was an exceptional launchpad for me. I had minimal professional skills when I started with the company in 2018. A few year with them changed that, while also providing me with an incredible amount of financial knowledge to keep for the rest of my life. As an employee in the Contact Center Division, the pay structure was competitive and raises were very frequent (my hourly rate grew by over $8 an hour in three years). While not every supervisor I had was memorable, I had a handful of caring, motivating, and influential leaders who saw me through hard spots and were skilled in breaking down complicated issues and leading with character.

Cons

Ultimately, the reason I left had to do with management in the Escalations department. Management in that department showcased a remarkable lack of insight that ultimately made me feel like I was a target for unfounded complaints about my performance that could not be measured. This led to a "quit or be demoted" ultimatum that I could not accept as I no longer felt like my management cared what was best for me. The credit union has also, and fairly so, annoyed and upset many of its members with unwise moves and handling of the company since the advent of the COVID-19 pandemic, consistently understaffing the department and being generally apathetic about the unsustainable workload on the contact centers. The membership is well over 1.2 million, yet management believes that the online chat can be handled by 10 or less people at a time who are simultaneously speaking with up to 4 members. The hold times for a phone representative have been consistently around 1-2 hours for the last two years with no sign that anything will change.

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America First Credit Union Response
3y
We appreciate the detailed review! Because we believe that respect and understanding are vital to a healthy workplace, we do all we can to ensure a positive work environment for every employee. To facilitate that type of environment, we encourage open communication between employees, their coworkers, and managers. We'll pass your advice to the appropriate department. Thanks again!

Explore other reviews about America First Credit Union

5.0
16 Jun 2026
Recommend
CEO approval
Business outlook

Pros

Great management, great benefits great way to learn the banking world

Cons

Saturday hours are no fun but it is a short day

3.0
14 Jun 2026
Recommend
CEO approval
Business outlook

Pros

Part time is a bit more flexible in terms of scheduling. My branch manager is very kind and some of the coworkers I work with are also fairly nice. The training department is pretty cool too.

Cons

I joined this company with high expectations based on how the organization and culture were presented during training. Unfortunately, my experience has fallen far short of those expectations. I originally applied for positions that were closer to my home and offered more hours. I was informed that those positions had already been filled, so I accepted a role at the nearest available branch despite the lengthy commute and reduced hours. Shortly after accepting the position, I was contacted by another AFCU branch that was significantly closer to me and offered more hours. They wished to schedule an interview, and when I expressed interest in transferring to that location, I was informed that I would need to wait three months before becoming eligible for a transfer. What was not disclosed at the time was that even after reaching the three-month mark, any transfer would still require management approval. The lack of transparency regarding transfer policies was disappointing and should have been communicated clearly from the beginning. Additionally, the company appears to place little consideration on the burden of requiring employees, particularly part-time staff, to travel to training locations outside of their assigned branch. The first few weeks after training were relatively positive. However, once I transitioned into my regular duties, it became apparent that the culture at my branch was highly clique-oriented. Over time, I have felt increasingly isolated by several coworkers and one of the team leads. It has also been discouraging to feel as though asking for assistance is viewed as an inconvenience, especially when certain procedures were not thoroughly covered during training. As a neurodivergent employee, I sometimes require additional clarification or hands-on guidance when learning new procedures. I do not believe this is an unreasonable expectation, particularly in a role where accuracy is critical. Simply discussing a procedure once is not always sufficient training, and employees should be able to ask questions without feeling dismissed or burdensome. I have also experienced situations where additional precautions, oversight, or requirements appear to be placed on me when performing tasks that other employees complete without the same level of scrutiny. Whether intentional or not, this has created the perception that I am being held to a different standard than my peers and has made it more difficult to perform my job effectively. The cumulative impact of inadequate training, inconsistent support, workplace exclusion, and what feels like unequal treatment has taken a significant toll on my well-being and job satisfaction. I no longer believe my current branch is an environment where I can succeed or grow professionally. At this point, I see very little opportunity for improvement unless I am transferred to another branch. If that is not possible, I will likely have no choice but to seek employment elsewhere. While the company may be a good fit for some individuals, prospective employees should ensure they fully understand transfer policies, training expectations, and the culture of the specific branch where they will be working before accepting a position.

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