Pros
There are a few things I truly value. I appreciate the opportunity to advance through different levels within my position. While this may be specific to my branch, I really value how well we work together as a team. Management is always supportive and available to help. The strong relationship I have with my branch manager and branch service manager is what motivates me to continue growing and advancing in my career.
Cons
In previous years, CSAs were encouraged to meet their referral goals in addition to supporting clients with their daily needs. This year, however, there seems to be a shift where meeting referral goals alone no longer feels sufficient. I am fortunate to assist with NAOP and loan applications, but these are additional responsibilities I took on due to the absence of a BRB in our branch, rather than formal expectations of my role.
Another concern is the collaboration with another branch. It is a larger branch, and CSA retention there has been challenging. When they require coverage, my branch consistently steps in and prioritizes supporting them. Unfortunately, this level of support has not felt reciprocal. On the occasions when our branch requests assistance, our need is met with hesitation and questions about whether coverage is truly necessary.
There have also been multiple instances where clients visit our branch with complaints regarding the service received at the other branch, placing our team in the position of resolving those situations. When we reach out with the intent to collaborate and better understand the reasoning behind the service provided, the response has not always felt constructive.
I recognize that mistakes can happen, and I am no exception. If a client were dissatisfied with my service or if I provided incorrect support, I would welcome a constructive conversation to understand and improve. However, in previous situations, this has not been the approach taken; instead, it has felt as though responsibility was deflected rather than addressed collaboratively.
