FYI to whoever cares
Posted Tue October 18, 2011 1:57 pm, by Richard H. written to PNC Bank National Association
Write a Letter to this Company
This is a letter to PNC, I was hired through Adecco as a Collector Analyst for PNC in Miamisburg Ohio. I took the class for a collector and passed. was told by my Supervisor they knew our class was cut short, we did not get the "Bullpen" and were thrown on the floor because of PNC having to put the "SPOC" team together and fill vacant spots with not fully trained Collectors, that it takes at least a year to become good at being a collector and learning the codes etc. not to worry we would be coached and generally that it takes time. I was told the same exact thing from my Coach and that it takes time not to be so concerned just go slow and I would learn it, that I had a great personality and would do fine. Well before my 90 days were up I got a call from Adecco saying PNC had decided to let me go because I was too nice to people and to Empathetic and my 2nd set of scores that the Coach's did was 65.. That is Not at all right to do to anyone and I just hope this letter reaches the President or CEO of PNC and he knows what is happening with his company.
Here his Supervisors and Coach's say not to worry that they know we were cheated out of 8 days of class room time and a month of Bullpen time not to worry about scores etc and they turn around and let me go because I am too Empathetic and I care too much. 90% of my calls ended with a THANK YOU for taking the time and explaining what PNC offeres and helping them get set up on a repayment plan or whatever else it was I helped them with that I was not nasty like the last person was etc. I took speed pays and even had one customer say if they could talk to someone like me they would not mind paying the 17 dollar fee we charge. What does PNC want a bunch of nasty people or nasty collectors working for them? I collected lots of money for PNC while I was there and I did it NICELY not mean and I was taught you get more being nice then not being nice and I live by that rule and will continue to live by it. I also would like someone HIGHER up to know PNC is having a LOT of customers complain because PNC is calling people with great pay records and saying they are delinquent when they are not at all that they pay by the 15th every month and to stop harassing them or they will take their business elsewhere! I bet the CEO don't know for the whole month of October we were doing all outbound calls to thousands of customers who were not and are not Delinquent and pissing them off. If you are given until the 15th to pay you are not late and should not be called and told you are!!! This is bad practice and should be stopped. PNC never did Mortgage's before but there is a lot of money to be made and with happy customers and more nicer collectors they would retain and keep a lot more customers..Someone at the "TOP" needs to look into what is going on, before it snowballs even bigger. I liked my job and most people I was working with at PNC and If being nice to people was wrong you have something more wrong then me. I just wrote this to let others know what is happening.
I would actually like a job with PNC again maybe one that looks at what is being done ,how it is being done and have input on how some things should be done..You do get more "Fly's" with sugar then you do with Vinegar!! And I will continue being a nice caring person no matter what!