When my banks files are late, like they have been more and more lately, I call and go through all the questions and then no one answer.
Today and the day before. Many times last month.
Have the cuts been that deep?
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We hear your concerns and have addressed all of them by having our employees work out of offices. The ones who choose not to are being let go. All of your problems will be solved once every employee is in an office. Removing so many employees takes time so we appreciate your patience well we self-inflict this wound.
The loss of institutional knowledge, combined with reputational damage, is profound. In late August Fiserv laid off the head of the risk advisory council - an entity where bank clients collaborated with Fiserv on strategic risk and fraud interests. Substantial high-value customer insights, platform security concerns, new product validation and other information feeds were provided in the monthly council meetings and annual in-person session at Summit.
No contact has been made by any Fiserv executive or functionary since the departure of the council's lead. Other than a private acknowledgement of their departure, no official communication has been issued. Participating banks have been left to wonder how chaotic and confused Fiserv executive management is when something so externally facing and embarrassing is just lost in the shuffle.
To the Fiserv corporate relations folks who monitor this space, we'd encourage you to realize Fiserv is increasingly causing bank clients to no longer see you as a valued partner. Your long term strategic viability is in doubt, independent of any financial condition. We routinely discuss how you rank at the bottom of all of our partners and are no longer seen as a reputable, innovative partner. We've given feedback for several years attempting to help you address these basic issues but it's evident the leadership direction is not capable of delivering. Ignore your customers, deliver inferior value, and we'll replace you piece by piece.
2yui+1pvl7gJy is a prime example of the incompetent folks left behind.
Read the authors post then 2yui+1pvl7gJy's post.
Now you know why the phones are not answered and files are late.
Yes the cuts are that deep. Skeleton crews keeping this ship afloat with a lot of "teams" being single threaded in that there's only one person left on that team. I have unlimited R&R yet I've only been able to take a few days off and I have been called to an incident on most, if not all of them. Teams not meeting the SLA on mosts incidents with a few being open for over a year without being resolved. Problem reviews not complete as there's no time to find root cause and therefore prevent reoccurrence. The only time I shutdown my laptop is when I'm on the road to/from the office. It's that bad.
If this is real, share the c360 inquiry number. Yesterday was a holiday for Fiserv and many groups were running with skeleton crews to just ensure things moved along since it was not a Federal holiday. I am not aware of any significant issues from yesterday. So post the IP.
They are deeper than you even realize. Divisions and whole cores are operating on skeleton crews with more cuts coming. Like someone else said, it's unsustainable.
That "Karen" comment below is pretty much the epitome of how our executive level feels about clients. I don't give a flying frogs fat a$$ what Frankanator says in town halls and to clients, this is the REAL sentiment. They don't give a damn about you. They are solely focused on manipulating the stock price to cash out and line their pockets. That's it.
It was deep, and is about to be the grand canyon deep in bank solutions. The best thing our clients could do, is band together and go to the next board meeting to demand that FB be gone. Why have you not done that already? The employees can do nothing to help you, we want to, but we can't. It is time for our customers to rise up!
For this comment below:
“How about not calling after your files are 5 minutes later than usual? Give us an hour then start bi--hing about everything Karen“
“Karen” is a slang term that is no longer used- get out of the weeds of 2020-2021! This Must be a new hire-
Oh it's only going to get worse.
I would suggest calling the ETSD an hour before the files are expected and have an incident opened and escalated as it will take at least an hour for an incident manager to get all the right resources on the bridge to resolve the issue. If you get the files, great! Have the incident manager close the incident. If you don't get the files you should have everyone on the bridge you need, except for the ones with all the knowledge as those will be gone. Good luck!
Based on the comment below where someone stated to wait a hour most likely hasn’t worked in a bank.
You shouldn’t have to wait an hour to call, you pay for this service and you have a job to do. Call! Fiserv also has a job to listen and help.
Myself along with many other experienced Fiserv employees would never say wait a hour…
However many of us are loosing our job, our experience is being taken away from you and replaced by people who have no Fiserv experience. They are trained 2-3 months and the knowledge we hold is gone. It will get worse for you.
On time is a commitment, if files are late our customers deserve an answer. Immediately
How about not calling after your files are 5 minutes later than usual? Give us an hour then start bi--hing about everything Karen
Wait til those not taking forced relocation leave. You'll be left with people in BH that know nothing
The cuts will continue deep into 2024 expect things to get a lot worse.
The cuts are absolutely that deep and the work load is completely unsustainable long term with no true help on the horizon other than AI and self service.
2 years ago my team was 19 people, today its 3, by new years day it'll be 2...
Hope that answers your question.
You have only seen a fraction of the cuts. You can expect it to get worse as time goes on.
Yep, cuts have been that deep. Our team cannot do cases and calls, we don't have the resources so we choose cases. You can thank Frank and his useless leadership team for this dumpster fire.
Find the number for etsd or ask your sales representative for it. Call that number and propose a major incident at any time. Dont let them try to transfer you back to the teams that don’t answer.
Calling the existing numbers will never fix the root cause of the issue.