If you're going for the banking customer service representative position at SinglePoint, know that is for collections NOT customer service. Nowhere in the job posting does it state that it is for collections. When on a call with customers and they ask a typical banking customer service question (questions about their chequing or savings account, asking for information about banking products, etc), we cannot help them because we literally don't have access to any of that information and we tell them to contact BMO customer service directly instead. We are directed during training not to mention "collections" or any negative impact that the customer not paying their debt will have on their credit score. All we have access to is what is on the collections software: how much they owe, when they last paid, how many cycles it's past due, etc. There was no mention of any future incentives or commission that could be earned at all during my new hire training, orientation or shadowing period. It is a collections job in the guise of a customer job. In talking with friends that have done collections, there are different licences they had to get to be able to do their job and there was no mention of any of that during my time here.
My time here was during the pandemic. The workflow was slow/non-existent. Other CSRs would often get anywhere between 2 to 10 actual live calls where they got to speak with someone and the rest of the day was spent watching videos on YouTube or Netflix, like 80% - truly the bulk of the day. It's very much a hurry up & wait environment.
Also, a white supervisor/team leader dropped a racial slur while recalling a story to us about an angry caller. I figured he would censor himself and not say the word, but he actually said it.
